Sotekassa’s reform efforts are paying off – Members are more satisfied with services than before

The results of the member satisfaction survey show that we have succeeded in improving our services across many areas. Members were already quite satisfied with our operations in 2024, but now every question repeated from last year received even better ratings.

We conducted the member satisfaction survey in September–October 2025. The study focused particularly on the fund’s communications and brand renewal. We introduced our new brand name at the end of April and simultaneously redesigned our website. The survey also assessed the quality and functionality of our customer service.

Sotekassa’s staff and website received praise

The average rating for all questions was 4.59 on a scale of 1–6. Members were especially satisfied with the fund’s services and the website redesign.

The highest ratings were given to:

• staff reliability (4.85)
• the up-to-dateness of the website (4.84)
• the website’s technical functionality (4.79)
• staff professionalism and expertise (4.77)

Compared to last year, the greatest improvements were seen in staff responsiveness to problem situations, staff availability, and the clarity of the website.

The new brand name Sotekassa was well received

Our members also reacted positively to the fund’s new brand name. A total of 55.1% of respondents viewed the name very or somewhat positively, while only 5.9% had a negative view. The remaining respondents were neutral or unsure.

The name Sotekassa was seen as clear, modern, and easy to remember. According to respondents, the name reflects well the diverse backgrounds of members in the social and healthcare sector. Members also feel that the name conveys the image of a fund shared by all sectors of social and healthcare work.

Future development outlook

The study also gave us important feedback on how we can further strengthen the overall member experience. In the coming years, we will focus particularly on the clarity of decisions and written communications, as well as the accessibility of our phone service.

The survey received 722 responses. We warmly thank all respondents for their valuable feedback!