The results of the latest customer satisfaction survey show that members value KOKO’s services highly. The overall score that customers gave to KOKO’s services on a scale of 1 to 6 was 5.34.
The Net Promoter Score (NPS) was 61, which indicates high loyalty among members. When asked to rate the likelihood that they would recommend us to others, 69.9% of members gave a score of 9 or 10 on a scale of 0–10.
Customers praise ease and reliability of services
Members have strong confidence in KOKO as a service provider. KOKO got its highest score, 5.47, for the reliability of daily allowance application processing.
Members gave the second highest score, 5.43, for how easy it is to use the online services.
“This result is an important indicator for us. It shows that unemployed members find it easy to apply for daily allowance. We are investing in the development of our online services to make them as easy to use as possible, allowing our unemployed members to focus on what’s most important – finding a new job,” says KOKO’s Fund Director Outi Mäki.
Members are also satisfied with the functionality of KOKO’s website. The score rose to 5.27, which is the highest website score in the history of the survey.
Members saw the most room for improvement in the opening hours of the telephone service, the score for which was 4.74. The variation in responses reveals that 59.1% have no opinion on or experience of using the telephone service. The majority of KOKO’s members mostly use online services.
Member feedback supports development – new system in the works
KOKO received a lot of feedback from the customer satisfaction survey, which helps KOKO improve its operations.
“We will not be complacent about good results but strive to be one step ahead in meeting the needs of our members. We are currently developing a more automated allowance processing and customer service system. We expect to roll out the new system over the course of next year. Our goal is to continue to offer our members the best possible service,” says Mäki.
The customer satisfaction survey was carried out in cooperation with the research company Onway Oy in late 2024. A total of 1,035 KOKO members who had used the unemployment fund’s services during the past six months responded to the survey. The survey used a scale of 1 (=poor) to 6 (=excellent), with the exception of the NPS, which uses a scale of 0–10.