In spring 2023, the Open Unemployment Fund A-kassa conducted a member satisfaction survey, in which members described A-kassa as a reliable unemployment fund above all.
The purpose of the survey was to find out how satisfied the members are with the way A-kassa operates and to collect development ideas from them. We were pleased to receive responses from more than 4,000 members from all our background unions. The survey was targeted at members who received benefits between May 2022 and April 2023. We thank everyone who responded!
A-kassa described as reliable and service-minded
Approximately 95% of the survey respondents found A-kassa a reliable or very reliable organisation. On top of that, 95% of the respondents described A-kassa as professional and service-minded. A-kassa’s processing speed was rated as good or very good by 82% of respondents.
All in all, 60% of members would recommend A-kassa to their friends or colleagues. Our Net Promoter Score (NPS), which indicates how likely people are to recommend A-kassa to others as a score from -100 to +100, was 50. People who were laid off or unemployed were the most likely to recommend A-kassa to others, resulting in a Net Promoter Score of 57.
Online services received praise
A-kassa’s eService, an online service where people can send unemployment allowance applications, attachments and messages, received excellent feedback from the respondents. Members particularly praised how easy it is to submit applications. Eighty-seven per cent of the respondents gave the eService as a whole the highest or the second highest score. Respondents also liked the fact that A-kassa sends text messages about upcoming allowance payments. The live chat we introduced last year was rated excellent. We will certainly utilise the live chat more in the future, as it is clearly a popular form of service.
When asked how we could develop our services, a little under a quarter of the respondents hoped that they could book telephone appointments for handling matters. We will definitely look into that when we discuss future targets for the development of our services.
Seventy-six per cent of the respondents considered A-kassa’s communication clear, giving it the highest or second highest score. Sixty-six per cent of the respondents gave the highest or second highest score for our industry understanding. A-kassa has indeed gained a great deal of expertise in various industries after the unemployment funds of several trade unions merged into A-kassa.
Members were particularly satisfied with how the unemployment fund carries out its core task: the processing and payment of allowances. When it comes to paying allowances, A-kassa is fast and reliable: on a scale of 1–5, A-kassa received an average score of 3.5 in reliability and a score of 3.2 in allowance processing speed. People who were unemployed or laid off assessed all allowance processing and payment-related aspects more positively than other respondents.
When it comes to new members, eight out of ten found it easy to join the fund, and most of them had heard about the fund through their trade unions.
All in all, we received an amazing number of responses from our members. Thank you to everyone who responded!
