Survey: Customer satisfaction improved since last year

A survey conducted in September showed an improvement in our customers’ satisfaction with the services provided by the Finnish Immigration Service. Responses were received from more than 450 customers who had contacted the Finnish Immigration Service using our different customer service channels.

Customer satisfaction has improved on all channels: Customer Service Points, the telephone service, the Enter Finland online service, live chat, Facebook, the Kamu chatbot and the e-mail service.

The level of customer satisfaction has improved significantly since last year in the areas of quality, ease of use and accessibility of the services alike. The average score for the services was 3.46 on a scale of 1 to 5, which is almost one full grade better than last year’s result. 

This year, customers were also asked how the coronavirus epidemic affected their service use. While customers were concerned over the current situation, six respondents out of seven felt that visiting the Finnish Immigration Service was safe also during the epidemic.

Onwards together

By consulting our customers, we can gather vital information about how well our services work. The survey also brought up many development needs. In particular, customers would like to see shorter waiting times, faster processing and better accessibility of our services. We have already taken action on all three issues, and our development work will also focus on these themes in the future. The next survey will be conducted in January 2021.