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VAKE's customers recommend our services more than before. In the recent report on quality and in-house control (link to report) the Net Promoter Score (NPS), a customer experience index, rose to a record high of 53. The result for the corresponding period in 2025 was 27.
The NPS is a measurement of customer willingness to recommend services to others. Our result, 53, indicates that there are significantly more customers who would recommend our services, than customers who left critical reviews. The general score based on The Finnish Institute for Health and Welfare's (THL) customer service indicators also went up to 4.3 from 4.1 in 2025.
In the long term, the improvement has been very promising. At the end of 2023 the NPS was -2, at the end of 2025 it was 30, and now it’s 53. This development tells us that our customers’ trust in our services has improved, and an increasing number of customers would recommend our services to others.
The emphasis in our customer feedback is on successful encounters, service quality, as well as the benefits and impact experienced by the customers. The results highlight the professional skills of our staff, successful encounters, and commitment to good service for our customers.
Underlying the positive customer experiences is also the determined work we have done to improve our services. For example, at the health centres we have improved access to care, streamlined helplines, and ensured continuity of care. Access to and ease of contact in oral healthcare services have also improved.
The positive customer experiences have also been observable during guidance and compliance visits. We have paid particular attention to customer participation and positive encounters in social work with adults and in services for children, young people, and families. There have been positive findings both in VAKE’s own services and in purchased services.
“The fact that the NPS went from -2 to 53 in a couple of years is a clear demonstration of what we can achieve together. The feedback we've received from our customers tells us that the work we do is meaningful and that's noticeable in day-to-day customer experiences,” rejoices Manager of Organisational Support Anni Toppila.
The new customer feedback system, which was introduced in spring 2026, has made giving feedback even easier. The text message feedback pilot, which started around the same time, has increased the amount of feedback almost threefold.
The increased amount of feedback gives us a better understanding of customer experiences and helps us improve services to meet customer needs. All received customer responses are reviewed by the units and based on these we constantly implement development measures.
Apart from positive responses, customers also brought up things we could get even better at. The most central areas for improvement are access to services and information.
“Customer feedback helps us identify both what we're particularly good at, and areas for improvement. We continue our work with resolve, in particular concerning improving access to services and information,” says Toppila.
We publish the Report on quality and in-house control on the wellbeing services county of Vantaa and Kerava (VAKE) webpage three times a year. The recently published report covers the period 1.5–31.8.2026. The last Report on quality and in-house control for 2026 will be published in early 2027.