We received very positive reviews in our customer satisfaction survey
We are happy and excited that we have been able to serve our members in the best possible way. Respondents to the customer satisfaction survey had very positive views of Super Unemployment Fund.
Most frequently mentioned descriptions were reliable, fast, functional, safe and easy. Themes related to the security offered by the fund and its and usefulness were brought up clearly more often than before.
The picture shows the most common words used by respondents to describe Super Unemployment Fund
Super Unemployment Fund organised a customer satisfaction survey for its members in August. A total of 1381 fund members responded to the survey, either by phone or online. The aim of the survey was to investigate members' satisfaction with the fund's work and their experiences with employment. The fund has conducted customer satisfaction surveys every few years.
The fund’s values include responsibility, fairness and customer orientation. The fund's values received high satisfaction scores: responsibility 4.2/5, fairness 4.2/5 and customer orientation 4.1/5. In practice, implementation of our values means equal treatment of customers, clear instructions and decisions, speed, and friendly and personal customer service.
The graphs shows how accurately the fund’s values describe Super Unemployment Fund
Membership in one’s own fund was considered very important. As many as 94% of respondents agreed that being a member of their line of work’s own fund is more important than belonging to another fund. This is naturally important to us as we have the best insight to our members’ issues.
"The fund is a source of support and a security. I can be confident that the fund is siding with values that are important to me."
"Expertise and knowledge of my field are important."
Our quality of customer service is high
As many as 87% of those surveyed felt that our customer service is good or very good. The expertise of customer service and the ease of using online services were also at a very high level in the survey. Our staff take pride in providing great customer service, and the fund invests in the quality of customer service continuously by training staff.
"The service has become faster and wait times for payments have shortened, which is great! Text messages about payment dates is also a great service, thank you!”
"My case has always been handled well and professionally, taking into account the specifics of the industry."
"Thank you! A very good unemployment fund and staff"
90% of the respondents said they would recommend Super Unemployment Fund to friends and co-workers. On behalf of our staff, we want to thank everyone who responded to the survey. We received great feedback and will take the time to read through the responses with our staff.
Comment from the Fund Director
A warm thank you to all respondents for their valuable feedback. We are especially pleased that Super Unemployment Fund is seen as reliable, fast, safe and easy. The fact that belonging to the fund of one's own industry is seen as valuable is also of great importance to us. We want to continue to provide the best possible service to our members in different situations in life. Thank you also for the many development suggestions. We will go through them carefully as we develop our operations.
Matti Romakkaniemi
Fund Director