Results of the Iso Omena Service Centre’s customer satisfaction survey 2022
Respondents are happy with the Service Centre being located in a shopping centre and feel that the services meet the expectations they have for public services. This was the opinion of a good 70 per cent of people who responded to the Service Centre’s customer satisfaction survey last year.
The Iso Omena Service Centre’s customer satisfaction survey is conducted annually. The figures that measure the customers’ overall satisfaction have remained more or less at the same level throughout the six-year history of the Service Centre. A total of 67 customers responded to the survey in November and December 2022. The largest groups of respondents were people aged 65 or older (24%) and 35–44-year-olds (22%). The lowest number of responses came from 15–24-year-olds (6%). The majority of the respondents were women (79%).
Reasons for criticism included noise (34%) and the lack of signs guiding people to the Service Centre (16%). Some clients wished for more privacy when visiting health services. Of the respondents, 73% were happy with the Service Centre being located in a shopping centre, and 72% said that the services meet the expectations they have for public services. The Service Centre and its units received an average grade of 3.2 (on a scale of 1 to 5).
As in previous years, feedback on the customer service provided by the Service Centre staff and on the service centre concept itself has mainly been positive. Respondents mainly criticised the long queuing times for services that require queueing.
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In 2022, more than one million (1,020,395) customers visited the Service Centre. Compared to 2021, the number of visits increased, amounting to 3,000–3,500 visits a day. Before the coronavirus pandemic, some 5,000 customers visited the Service Centre each day. Some customers have switched to using remote services developed during the pandemic.
Services at the Iso Omena Service Centre:
- Library
- Matinkylä Service Point
- Hello Espoo Info, service in several languages
- Koto-Espoo, early-stage integration services
- Employment Espoo Information Point
- Ohjaamotalo’s service location
- Espoon Asunnot
- Health centre
- Maternity and child health clinic
- HUS X-ray unit
- HUS laboratory
- Mental health and substance abuse services
- Kela
Service Centres ¦ City of Espoo
- Services