KOKO’s services receive amazing ratings from members

Almost 80 percent of the members would recommend KOKO, and almost 60 percent give KOKO full marks for its services.

The results of the customer satisfaction survey, conducted at the end of 2022, are once again the best in KOKO’s history. The overall score given to KOKO’s services by the members on a scale of 1 to 6 was as high as 5.51. Of the respondents, 59.9% give KOKO a full 6 points.

In the question “Would you recommend KOKO to a friend or colleague (on a scale of 1 to 10)”, 79,2% of members chose either 9 or 10, meaning that they would strongly recommend KOKO. In this question, KOKO received an NPS score of 74 (71 in 2021).

Members were asked if they were considering switching to another employment fund. According to the survey responses, only 2.4% of respondents are considering switching to another fund. A total of 94% want to remain members of KOKO in the future, and 3.5% are unsure or do not want to give their opinion.

“We at KOKO want to serve our members in the best possible way during unemployment and temporary lay-offs. The situation is difficult for many, and in these cases, a warm and professional response is vital. It is wonderful to see that we have succeeded in our services and even been able to further improve our good results. We are investing in the development of our services so that we will stay on the same path in the future too,” says Outi Mäki, Managing Director at KOKO.

Distribution of responses to question “What overall score would you give to the services of the KOKO fund?” (scale: 1=weak – 6=excellent)

KOKO’s customer service has improved further

As in previous years, KOKO has been most successful in the services that are most important to the unemployment fund’s core task, i.e. services for applying for daily allowance: the reliability of processing applications (5.49) and the easy-to-use online services (5.42).

The area that the members again thought had the most room for improvement was the telephone service. However, the quality is not very low here either, as members give the telephone service a rating of 5.02. At the same time, compared to the previous year, the efficiency of the telephone service is the aspect with most developed among all the employment fund’s services.

Compared to the previous year and in addition to the telephone service, the greatest progress has been made in staff reliability (5.40) and customer service orientation (5.25), i.e. areas that are all directly related to customer service.

“A customer service event is, after all, a collaboration between the customer and the customer service representative. While we are proud of the friendliness and expertise of our customer service, we can also say that our work is facilitated by very nice members,” Mäki says.

Speed is key

The survey showed that the speed of customer service strongly correlates with how the respondent has experienced all other services. The sooner a person has received a response from KOKO, the better the grades they will give are across the board. The same is true for the NPS score. For example, the NPS score given to KOKO by the group of respondents who received a response from KOKO on the same day is 90. The majority of respondents, 63%, say they received a response within a couple of days and 22% within the same day.

“This information highlights to us that the speed of customer service is one of the most important things to maintain when we want to serve our members well and continue to exceed customer expectations,” says Customer Service Manager Marika Mäki-Ullakko.

“Excellent customer service is close to our hearts. I think that this is why we are where we are,” Mäki-Ullakko says.

The customer satisfaction survey was carried out as an online survey in cooperation with the research company Onway Oy in November 2022. A total of 1,179 KOKO members who had used KOKO’s services in the past six months participated in the survey. The survey used a scale of 1 = weak – 6 = excellent (with the exception of the 1–10 NPS scale).