Customer at a feedbak machine.

Learn more about customer satisfaction in health services

Starting from May 2022, we will publish monthly information on customer satisfaction in health services on our website. Measuring customer experience provides us with information on the functionality of our services. We use the feedback to improve our operations.

You can find a chart showing monthly NPS results for 2022 from health centres, outpatient clinics for internal diseases, and dental clinics on the website. You can view total or unit-specific results. Based on the results, our customers are mainly very satisfied with their service.

To access the chart, go to Waiting times and customer satisfaction ('Odotusajat ja asiakaskokemus', in Finnish).

We collect customer feedback through touch-screen devices and monitor customer experience with, for example, the NPS indicator. NPS (Net Promoter Score) describes the likelihood that customers would recommend our services to others. NPS is measured by asking the customer: “How likely are you to recommend the service to others?” The answer to the question is on a scale of 0 to 10, where 0 = highly unlikely and 10 = highly likely.

Photo: City of Helsinki