Trust in customers and Kela survey

Kela's strategy emphasises the customer experience, in which key factors are mutual appreciation and trust. The goal is to give the customer the experience of being trusted as part of the overall trust.

The study examines the factors that affect Kela’s private customers’ experience that Kela trusts its customers. The research material consists of interviews and surveys conducted on Kela's private customers and interviews conducted with Finnish citizens. Based on the results of the survey, Kela will be able to take measures that will encourage customers to trust Kela even more. It is also possible to identify the factors that affect customers’ experience that Kela trusts them.

Researchers

• Hannu Mattila, Principal Investigator
• Antti Teittinen

Duration of the project

1.6.2023 – 30.6.2024