Customers value the service of TE Customer Service Centre

Customers were asked through a message how well the customer service person managed to help them on a scale of 1–5. More than 8,000 customers gave feedback to TE Services' Personal Customer Service in early 2023. The grade for the Finnish-language service was 4.7, for the Swedish-language service 4.6 and for the English-language service 4.8. The average customer feedback for education counselling was 4.6 and up to 80% of the respondents gave the service a full 5.

In the Enterprise Finland telephone service, customer satisfaction with electronic service requests is measured by continuous feedback collection, which is stored in the EU Commission's system. This year's average rating for the service is currently 4.8.

In their open responses, the customers highlighted the expertise and clarity of individual customer service experts and the speed and ease of all chat services. For example, the following feedback was given in open answers. "Specialist professionally answered my questions, was very polite and had very good English skills."

Developing chat services

Customers of the TE Customer Service Centre chat services are offered the opportunity to give feedback at the end of the discussion. Customer service providers regularly review chat service feedback to improve customer service quality.

– The TE Customer Service Centre's chat service strategy is currently being updated. In the strategy, we discussed the role of the chat in different services and how customers benefit from it. The Tarmo chatbot at Job Market Finland has developed tremendously and an increase in its offering is being considered. There are also plans to create language versions for the chatbot. A significant improvement was made to the service for private customers in the E-services of TE Services: the customer service provider can now check the situation of the identified customer, says System Administrator Jaana Rahikainen.

During the spring, the Enterprise Finland telephone service chat at Job Market Finland received an average rating of 4.6 from customers. More than 2,300 of the customers of their own services and TE Services gave feedback to the chat service, and their average was 3.9. More than half of the respondents gave a full rating of 5. Unemployment security advisory and training advisory chat services received ratings 4 and 4.6.

A few chat service customers said that the discussion ended before they could ask more questions. To address this problem, the TE Customer Service Centre has taken development measures. In the future, audio reminders will be used in chat services, and the customer will be asked if they are still using the service.

Development of the service continues

– We will continue to measure customer satisfaction in order to develop the service. Excellent customer feedback motivates the personnel, and their valuable competence is seen. It is particularly important for us to monitor customer feedback, as it describes the strengths and weaknesses of our work, says Stefan Strandberg, Director of the customer service centre of the Employment and Economic Development Administration.

The employment and economic development administration’s national customer service centre manages information, advice and guidance services for public employment and business services. The services include TE telephone services, the Enterprise Finland Telephone Service and the Yrittäjän talousapu counselling service. The services are available through telephone, chat, email, social media and other electronic means of communication.

Contact us

Stefan Strandberg
Director
stefan.strandberg@ely-keskus.fi
TE Customer Service Centre

Jaana Rahikainen
System Administrator
jaana.rahikainen@ely-keskus.fi
TE Customer Service Centre