IAET-kassa thanks its customers for excellent feedback

IAET-kassa’s latest customer satisfaction survey shows that our customers are highly satisfied with our service, and 93 per cent say they would recommend IAET-kassa to others. On a scale of 1–6, the average score for IAET-kassa’s services is 5.02, exactly the same as in the previous year’s customer satisfaction survey.

“The high ratings given by our customers in two consecutive years show that we have managed to maintain a high and consistent quality of services. This means that we face a positive challenge in keeping it up,” says Melina Argillander, Communications Manager at IAET-kassa.

Based on the survey scores, it is difficult to distinguish either clear improvements or new areas requiring development in KOKO-kassa’s services.

“When comparing the survey results to the previous year, changes are marginal. With such high scores, further improvement will be hard,” says Päivi Marjanen, Research & Production Manager at research company Onway.

IAET-kassa obtained the best scores for its most important core activities: the fast processing of daily allowance applications, reliability and the ease of use of the e-services. According to the customers, the areas requiring most development were the telephone service hours and clarity in communicating decisions.

IAET-kassa is especially applauded for its friendly and professional customer service. The customers pointed out that a positive, patient attitude in customer service is exactly what many people wish for when they’re facing a difficult situation like unemployment.

Argillander adds: “We also received a great number of open comments from our customers. This heartfelt, encouraging feedback is truly appreciated by our staff. We are glad the comments also included some suggestions for improvement, which we will take into consideration in our development efforts. Many thanks to all respondents!”

A total of 1,140 people who had been using IAET-kassa’s services during the past six months participated in the survey. The survey was sent out electronically to 3,500 people in November-December 2017, and it had a substantial response rate of 33%.