The TE Customer Service Centre's customer feedback emphasises the high quality of service

"It's always a pleasure to interact with your employees”

Nearly 13,000 customers of the TE Customer Service Centre's telephone services gave feedback in 2023.

– We collected feedback from the TE Customer Service Centre's telephone services and chat customers. They were asked through a message how well we managed to serve them on a scale of 1–5. Customers were also allowed to give written feedback. We raised the average rating we were aiming for. The target now was 4.2, and we exceeded it clearly, says Stefan Strandberg, Director of the Customer Service Centre of the Employment and Economic Development Administration.

The quality of the service of the TE Customer Service Centre is also monitored by other means, such as assessments of call recordings and written answers.

Personal, business and official customers were all satisfied with the service

The clients of the Unemployment Security Advice gave the service a grade of 4.4. The feedback complained about long waiting times, but the grades remained high. According to customer feedback, this was due to the fact that the specialists provided advice professionally and empathetically. The customers said that they appreciated the fact that difficult issues were also explained in a comprehensible manner.

The service was graded 4.9 by the expert clients of TE Advisory Services in local government pilots. Of the respondents, 99% felt that the service they had received was so important that a similar service would be needed also when the employment areas are established at the beginning of 2025.

The average rating of the Enterprise Finland Telephone Service was 4.8, and that of the Financial guidance for entrepreneurs 4.4, so business customers are also very satisfied with the service they have received.

The customers of the TE Customer Service Centre have submitted, for example, the following kind of verbal feedback.

– Best help I've ever had! They were very polite, professional, and full of knowledge. I felt very confident of setting up my company with them guiding me.

The development of service quality and its measurement continues more efficiently and using new solutions

– Last year, we introduced various technical solutions that facilitate E-services, such as screen sharing. In 2024, our aim is to develop the measurement of service satisfaction, by means of automation, as part of KEHA Centre's digital development programme. We will expand the current measurement method and the collection of continuous feedback. We will also collect customer feedback through Job Market Finland, says Strandberg.

What does the TE Customer Service Centre do?

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 Financial guidance for entrepreneurs counselling service. The services are available through telephone, chat, email, social media, and other electronic means of communication. The contact details of the services can be found, for example, at Job Market Finland.