Customer experience

In addition to high-quality health care services, we wish to provide our customers with individual, caring and dignified services. For this purpose, we collect feedback from our customers through various channels. This feedback helps us understand the experiences of our customers and to develop our activities even further.

The NPS index is an indicator of willingness to recommend

Customer experiences with Mehiläinen are measured with the internationally applied Net Promoter Score (NPS). The NPS index may be anything between -100 and +100. The higher the index is, the more customers say that they can recommend Mehiläinen. An NPS index of more than 50 is considered to be very good.

The NPS index on our website indicates our customers’ willingness to recommend us over the previous 7 days. The indicator is updated every 24 hours.

Customer experiences measured extensively

The NPS customer experience measurement system was taken into use at Mehiläinen in March 2014. The NPS system is applied in Mehiläinen’s medical clinics, occupational health care services and hospitals, Felicitas clinics and Hammas Mehiläinen locations throughout Finland. The system covers all appointments with specialists and some laboratory and imaging tests and examinations.

An SMS survey is sent to the customer after an appointment

Randomly picked Mehiläinen customers are sent an SMS message two hours after an appointment or two days after being discharged from a hospital. In the message, the customer is asked to evaluate the likelihood of recommending Mehiläinen on a scale of 0–10 (10 = very likely). Customers can also provide open feedback and tell us how we can improve the customer experience in future.

If the feedback provided by the customer is negative (grades 0–6), we will contact them by phone. The purpose of this is to learn more about why they were not satisfied with the services provided and what we could do differently the next time.

Answering the NPS survey is voluntary, but it is an easy way to give feedback and development suggestions to Mehiläinen. The cost for replying with an SMS message is the normal price of an SMS message.

A single customer can only receive one NPS survey request every six months. NPS survey requests can be disabled by disabling service messages in the OmaMehiläinen mobile application or online service. The messages can also be disabled by calling our customer service or requesting the staff of our clinics to make an entry in the customer information.

Our customers can also give feedback with a feedback form.