Customers of the TE Customer Service Centre’s telephone and chat services are grateful for the expert help received

The TE Customer Service Centre collected customer feedback from its telephone customers in spring and summer 2022. The results indicate that the TE Customer Service Centre is providing excellent service to individual customers, companies and employers.

“We have our specialists to thank for these excellent results. The chat service involves certain operational and technical restrictions, and these most likely affect the customer experience. In spring 2022, we introduced a new chatbot platform and the online TE services were transferred to Job Market Finland. We believe that by developing our traditional service channels and our expertise while also introducing new technical solutions, customers will continue to be satisfied with wide-ranging service,” commented Stefan Strandberg, Director of the TE Customer Service Centre.

Customer feedback collected from telephone customers during spring and summer 2022

Feedback was requested from customers who called services such as the in-depth Swedish and English service or career guidance. The average score given in feedback for the in-depth Swedish-language service was 4.5, while the English version received an outstanding 4.9. The in-depth service is aimed at handling topics such as unemployment security, education and integration.

The verbal feedback received commended the pleasant and expert service provided and the clear instructions. The average score for career guidance was 4.8, and customers mentioned in their verbal feedback that the service was excellent and that they had received good tips from the specialists.

One customer gave the following feedback. "Friendly and helpful advice. The second specialist I was transferred to on the call went out of her way to provide more information relevant to my situation.”

Chat service feedback offers praise and suggestions for development

Feedback is also continuously requested from chat service customers. The Enterprise Finland chat service received an average feedback score of 4.6.

In their verbal feedback, customers praised the service for being well-functioning, clear and fast. Customers gave an average score of 4.1 to the unemployment security chat service, and they also mentioned that they had received efficient and high-quality service.

The average score for the education and training chat service was 4.4, and customers reported that the service functioned very well. The average feedback score for the online chat service was 3.8. The speed and functionality of the service were once again praised. Among those giving lower feedback scores, some were bothered by not being able to get their matter fully resolved due to the limits set for the chat service.

Others were left feeling that they needed more information about their matter. In line with the limits set, chat services can only provide general information. At times it has also been necessary to restrict the availability of the chat service if not enough specialists are available. The TE Customer Service Centre has nevertheless sought to improve the availability of the service by implementing technical solutions.

The TE Customer Service Centre is continuing to measure customer satisfaction and uses the feedback received to develop its services and maintain the expertise of its specialists.

Contact us

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