According to A-kassa’s latest member survey, members remain satisfied with the fund’s services. Particular praise was given to A-kassa’s digital services, which received high ratings for ease of use, smooth functionality and professional expertise. At the same time, members increasingly wish to receive personalised guidance in situations where their career path or employment relationship differs from the norm.
The Net Promoter Score (NPS) was 54, which remains a very strong result. A total of 2,507 A-kassa members responded to the survey conducted in spring 2026.
– We have clearly succeeded in making our digital services highly functional and easy to use for our members. At the same time, changes in working life are becoming increasingly visible, as members are seeking more personalised guidance tailored to their individual circumstances, says Elina Laine, Service Manager at A-kassa.
Digital Services Are Members’ Primary Service Channel
A-kassa’s eService is now the main service channel for members: 97 per cent of respondents had used it. Members also rated it highly for ease of use. Submitting an application received the highest score of all service features, with 88 per cent of respondents saying A-kassa performed well in this area.
The reliability of benefit processing and payments, as well as processing speed, also remained at the same high level as last year. Reliability again received a score of 4.4 and processing speed 4.1 on a scale of 1 to 5. By far the most frequently mentioned strength of A-kassa was the fast processing of applications and the prompt payment of benefits.
– Members expect services above all to be easy, fast and predictable. It is important that we continue to meet these expectations even when the operating environment changes and service volumes fluctuate, Laine notes.
Members Appreciate Smooth Service and Want More Support in Special Situations
According to the survey, members value the ease and reliability of A-kassa’s services. At the same time, feedback highlighted the changing nature of working life. In particular, part-time work, gig work, freelance work, other individual career paths and complex life situations increase the need for personalised advice and clear guidance when a member’s situation differs from the norm.
– Our members work in a wide variety of occupations and roles. That is why clear communication, straightforward guidance and the opportunity to receive advice tailored to one’s own situation are key priorities in the development of our services, says Laine.
Job Support Services Are Well Known, but Their Use Should Increase
Three out of four respondents were aware that A-kassa also offers job support services. Awareness has remained at the same good level as a year earlier. However, usage remains relatively low: 84 per cent of respondents had not yet used services that support employment and job seeking.
Members are particularly interested in job search guidance, Employment Webinars and digital job search support services. Feedback also highlighted a desire for more practical assistance in finding job opportunities and more personalised support for job seeking.
– Job support services are an important area of development for us. We want to provide members with practical support for job seeking and employment and to design services that better accommodate different career paths and life situations. The fragmentation of working life is becoming increasingly visible in the everyday lives of our members. As freelance, gig and part-time work become more common, the need for guidance also grows. We already have strong expertise in supporting members in these situations, and we continuously develop our services to respond to changes in working life, Laine explains.
Clear Communication Supports Customer Service
According to the survey, members regard A-kassa as a clear and effective communicator. The overall rating for communications remained at a good level, and members generally feel that they receive the information they need in an easy-to-understand manner.
Member Experience Remains Strong
The overall picture given by the survey is positive. While some individual ratings showed minor changes, most results remained at the same level as last year. A-kassa’s key strengths continue to be reliability, ease of use and well-functioning digital services.
Members’ willingness to recommend A-kassa remains high: more than half of respondents belong to the group of strong promoters.
– We would like to thank all members who participated in the survey. Every piece of feedback helps us further improve our services so that we can continue to meet our members’ needs in the best possible way, says Laine.
A-kassa’s membership represents a broad range of industries. The largest groups come through the Industrial Union, the Finnish Construction Trade Union and the Transport Workers’ Union.