We develop our services based on customer insight
Our goal is to provide the best possible services to our customers. In order to succeed, we must look at our services from the perspective of our customers. This requires a deeper understanding of the daily lives and needs of our customers and what constitutes a positive customer experience for them. All these factors contribute to better customer insight.
With the help of customer insight, we can improve our services and provide the support our customers need when they need it.
We use data to improve our services in various ways
Kela’s customer insight is based on the wide variety of data we have on our customers. We analyse and combine data collected through customer feedback, our customers’ experiences interacting with Kela and the way in which our customers use our various service channels, such as our e-services or service points.
This diverse range of data has allowed us to, for example, identify three customer segments for employers and five customer segments for individual customers in different life situations who need different services.
We continually follow up on the customer experience in our different service channels. Our customers are very satisfied with our one-on-one services and gave them a rating of 9,0 in 2025. The OmaKela e-service also received a reasonable rating of 7.4 in view of the number of visitors.
Customer segmentation as a tool for gaining an overall picture
We use customer segmentation to divide our customers into different segments based on their distinguishing characteristics, such as their life situation. Customers in different life situations need different services from Kela. Dividing our customers into segments based on their life situation makes it easier for us to form an overall picture of their service needs.
Customers in stable situations usually have very straightforward interactions with Kela. For example, Kela may pay them child benefit on a monthly basis or the occasional reimbursement for medicine costs. These customers interact with Kela without needing any help, for example via the OmaKela e-service. We strive to improve our services so that our customers in stable situations can use our e-services for as many of their interactions with Kela as possible.
Our customers in changing situations have encountered some kind of disruption in their lives, for example unemployment, illness or changes in their family circumstances. They need Kela’s help temporarily and benefit from clear communication and rapid access to service. We strive to improve our services so that interacting with Kela is as easy as possible in times of change.
The life situations of the customers in this segment are challenging, and they need Kela’s support on a long-term basis. Customers in need of support benefit from one-on-one service and close cooperation with other authorities.
Early intervention is particularly beneficial for these customers as it can prevent their problems from escalating and help them find a more even keel. We strive to improve our services so that we can provide our customers in need of support with the services they need.
Kela’s customer base also includes employers, who play an important role in Kela’s operations. Enterprises of all sizes apply for Kela benefits for their employees, but they do so in different ways, and they have different needs, depending on their size. We continuously strive to improve the services we provide to employers.
Kela also engages in cooperation with various partner organisations (such as municipalities, wellbeing services counties and employment services) to improve all customer services across the board and to assist customers who need help from several authorities.
Kela’s annual reports give insight into how we develop our services
Read more about how we have used customer insight to improve our services in Kela’s annual reports.
Our customers have a say in the development of Kela’s services
We can develop and provide the best possible services only with the help of our customers and partner organisations. Would you like to contribute to the development of Kela’s services? Consider joining our Customer Community!
As a member of Kela’s Customer Community, you can help us improve our services in a way that is convenient for you. The Customer Community operates online, so you can participate in our surveys when you have the time. The feedback we get from the members of our Customer Community helps us shape the future of our services.
Your membership and participation in the Customer Community will not affect your Kela benefits or the services you can get from Kela in any way. The answers you provide to our surveys will not be linked with any information Kela has on file for you.
We observe how our specialists interact with our customers for example at service points, during customer service calls and in benefit administration. This allows us to witness genuine customer interactions and hear what kinds of questions our customers want to ask.
We always ask for the customer’s consent for the observation before we begin. Our customers can always refuse to be observed. Observation sessions are often also supplemented by an interview. Customers who complete the interview get a small reward for participating.
Workshops are a good way to generate ideas for new approaches such as services or operating models. We prepare for each workshop by gathering information on the current state of the selected topic. We usually hold our workshops over a remote connection. If necessary, workshops can be held in a physical location, for example on Kela’s premises.
We maintain and develop the Kanta Services together with social welfare and healthcare professionals. Permanent development networks include the Kanta Forum for Social Welfare and the Kanta Forum for Healthcare. A panel with representatives of 20 civic organisations has been set up to bring in the perspective of the general public. The representatives are selected for a two-year term.
We also arrange various professional workshops with a focus on new ideas for development.
Usability testing means that our clients use a certain system, usually an e-service, in a controlled test environment. With the help of usability testing, we seek to gain an understanding of how we should modify the system or service to ensure it serves our customers better.
We regularly conduct usability testing to assess how easy Kela’s e-services are to use in our customers’ opinion. These e-services include Kela’s website, the Kanta website, OmaKela, MyKanta and the online application forms for different benefits.
We conduct customer experience surveys among the users of our e-services, such as Kela’s website, the Kanta website or OmaKanta. The surveys give us valuable information on how we should improve our e-services.
Kela regularly contacts employers, service providers and partner organisations to gather information on how they use Kela’s services, whether their interactions with our services have been positive or negative and what kinds of suggestions for improvement they have for our services. Customer data are also collected via online surveys conducted in connection with various projects.
We use mobile surveys to collect information on how satisfied our customers are with the service they have received at our service points or during customer service calls. We also conduct mobile surveys among customers who have been issued a decision on a benefit to see whether their customer experience was positive or negative. Mobile surveys are SMS-based and free to the participants. Kela sends mobile surveys to customers in the form of SMS messages from one of the following numbers: 018 444033, 018 444 034 or 018 444569. There are no costs involved in participating in the survey.
You can give us feedback and suggest improvements to our services via our feedback channel. We appreciate all feedback, and any feedback you give us will not affect the processing of your matters at Kela. We use the feedback we get to improve our services.
Give feedback and ask about Kanta services (kanta.fi)
Customer voices matter – the amount of customer feedback grew in 2025
Be part of Kela’s Customer Community!
As a member of Kela's Customer Community, you can help us improve our services.