Customers are satisfied with our services

Customer satisfaction with our services again remained high in 2022. The overall score for customer satisfaction (the weighted average of customer satisfaction surveys) was 4.0 (on a scale of 1 to 5).

The scores received by our customer services were again excellent: telephone service, chat and walk-in customer service obtained a score of 4.6 for customer orientation and 4.5 for professionalism (on a scale of 1 to 5).

We measure our service capacity and the quality and effectiveness of our services by conducting general customer satisfaction surveys and service-specific surveys.

In service-specific surveys, customers assessed the accessibility of services, giving it an average score of 4.0. Customers also rated the usefulness of our service package at 4.0. More extensive and easier-to-use electronic services as well as clear and easy-to-understand instructions were at the top of the customers’ list of priorities.

Overall customer satisfaction 2019–2022

The overall customer satisfaction score is based on the weighted average of customer satisfaction surveys. It remained at 4.0 between 2019 and 2022 (scale 1–5).

PRH appointed a team to enhance customer experience

Despite good scores, we want to make our services even better. A new customer experience team started at the PRH in 2022. Its purpose is to harmonise and improve the service experienced by customers by bringing together experts to share information and discuss matters concerning customer experience.

The customer experience team consists of PRH staff members who in their work influence the customer experience produced by the PRH.

Our customer service point is now open by appointment only

From spring 2022, our customer service point in Helsinki has been open by appointment only. This new form of service has been well-received by our customers.