Our most satisfied customers can be found at family centres
The recommendation scores of family centres, the Medical Helpline and dental clinics have risen significantly since last year. The staff of the Medical Helpline are praised for their good service attitude and expert advice. Customers are relieved to know that they do not always have to go all the way to see a doctor, but can instead get the help that they need over the phone. Family centres are where we find our most satisfied clients by far – the warm attitude and friendly interaction of their professionals, in particular, often make even the most stressful visits easier.
Home care clients satisfied with communication and friendly treatment
Home care clients were fairly satisfied with the service that they received: 82% of client survey respondents felt that they could always get in touch with workers when needed. In addition to this, 81% considered their services to be adequate.
Furthermore, 95% of respondents praised the friendly treatment that they received from home care staff. According to the client survey, home care clients felt that they needed more support to promote their physical activity, including going outdoors, running errands outside the home and carrying out heavy household chores. In addition to this, clients needed support for health-related care procedures. Of the respondents, 42% do not think they need more home care services than they do now.
Conducted in autumn 2025, the client survey was responded to by a total of 2,074 home care clients, either independently or with the help of a loved one. The results of the survey will be utilised in the development of home care services.
“Our client experience tells us how well our services work in people's everyday lives. Every encounter is important, and an improved client experience is the best possible recognition for our professionals,” says Head of Division Juha Jolkkonen.
Read more about client experience and check out other topical highlights, such as:
- Client feedback helps to develop the Rescue Department's safety training and
- Findings from Senior Info.
We measure the net promoter score (NPS) of Social Services, Health Care and Rescue Services Division locations after each client interaction. The NPS tells us how likely you would be to recommend us to someone close to you. In 2025, we exceeded our target NPS with a recommendation score of 69. Our NPS has been clearly on the rise over the last two years.
Read the report
Annual review of client experience 2025 (in Finnish)(Link leads to external service)
For more information: sotepe.asiakaskokemus@hel.fi(Link opens default mail program)
