The goals for 2017 were guided by the strategic goals: customer experience, impact, and team play.
Customer experience: Finnvera’s clients are ready to recommend our services
The continuous measurement of the customer experience enables Finnvera to develop its services and practices. We conduct an online feedback survey for all clients after the financing decision or after the first meeting.
The extensive client and stakeholder satisfaction survey, conducted every other year among SMEs, large corporates, banks, financial institutions and other stakeholders, was carried out in January–February 2017. The total number of respondents exceeded 1,950.
The average Net Promoter Score (NPS) for our services was no less than 71.6. The highest NPS was reached among bank personnel working in the SME sector (81.9) and large corporates’ stakeholders (80.6). Even at its lowest, among SMEs operating on the Finnish market, the NPS was 55.5.
The best ratings for the usefulness and the quality of our services came from small local enterprises and financier clients in large corporates. In addition, usefulness and quality ratings also improved among growing and internationalising enterprises. As for active approach and focus on solutions, Finnvera received the most positive ratings from financier and corporate clients in large corporates. Ratings related to understanding the client’s business and sector were very positive.
In addition to providing insight into the customer experience, the survey gave a very encouraging picture of the significance of Finnvera’s services. Large corporates’ stakeholders were more convinced than others that Finnvera’s export financing activities have promoted Finnish companies’ exports and exerted a positive influence not only on employment in Finland but also on the Finnish subcontractors of the companies. Providers of financing who are located in Finland assessed that without Finnvera, export trade transactions would have been more limited in scope or would have failed entirely.