Customer voices matter – the amount of customer feedback grew in 2025
In 2025, Kela’s feedback system processed 12,793 instances of customer feedback. This marks a slight increase in the amount of feedback compared with 2024 (+5%). Most of the feedback concerned Kela’s benefits and services.
We read and process all feedback we get. We review customer feedback every month to gain an understanding of what we are doing right and where we could still improve to ensure a better customer experience. We cannot fulfil every wish, but every bit of feedback helps us take a step back and view our services from our customers’ point of view.
Most of the positive feedback Kela got in 2025 was for personal service provided to customers on the phone and at service points. Customers praised our Customer Service Specialists for giving clear advice with kindness and empathy.
Most of the suggestions for improvement, on the other hand, described problems customers had encountered in Kela’s online services, particularly our website and the OmaKela e-service. Customers gave a number of suggestions for how we could improve the accessibility of PDF forms and the implementation of call requests. Among all Kela benefits, social assistance and travel cost reimbursements received the most suggestions for improvement.
The negative feedback we got in 2025 primarily related to situations where the customer did not have the best experience. In particular, outages in our e-services, long queue times in our phone customer service and the complexity of the social assistance application process generated a great deal of negative feedback. We keep these themes at the forefront of our development work because they affect the everyday lives of so many customers.
We received the majority of customer feedback via the feedback form available on our website (65%). We also accept feedback verbally on the phone or at service points (29% of all feedback). In addition, some customers submitted their feedback on a paper form or in some other document (6%).
We received feedback from individual customers (90%), employers who use our services (2%) and partner organisations (8%).
We appreciate all the feedback we received in 2025.