Measuring 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 customer feedback is collected in the hospital’s outpatient clinics, in Kemi, Tornio and Keminmaa health, rehabilitation and oral health care and in Simo rehabilitation.

The NPS customer experience measurement is an indicator of willingness to recommend

Mehiläinen Länsi-Pohja has measured customer experience since the beginning of the operation with the internationally applied Net Promoter Score (NPS) index. In the NPS survey, the customer is asked to evaluate the likelihood of recommending Mehiläinen on a scale of 0–10 (10 = very likely) and provide open feedback on the visit.

The NPS index may be anything between -100 and +100. The higher the index is, the more customers say that they can recommend Mehiläinen Länsi-Pohja. An NPS index of more than 50 is considered to be very good.

Customer experience measurement is carried out by text message

NPS survey is sent as an SMS to randomly picked Mehiläinen Länsi-Pohja’s customers two hours after an appointment or two days after being discharged from a hospital.

A single customer will only receive one survey request once every four months. The 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.

Answering the surveys is always voluntary, but it is an easy way to assess the success of the visit, give feedback and provide development suggestions to Mehiläinen. The cost for replying with an SMS message is the normal price of an SMS message.

Our customers can also give feedback to us with a feedback form at any time.

More about the processing of personal data: Data protection description of Mehiläinen Oy’s customer register