Customer Satisfaction with GTK Collaboration Continues to Strengthen
Customer satisfaction with the Geological Survey of Finland GTK and its services has grown stronger. New customer relationship survey reveals that satisfaction has improved across nearly all areas compared to the previous assessment. In particular, GTK’s expertise, reliability, and quality of service received highly positive feedback.
In the survey, customers evaluated GTK’s reputation, operations, service quality, sustainability, and communication.
Overall customer satisfaction (Customer Satisfaction Index, CSI) with GTK remains at an excellent level. Currently, 85% of respondents reported being fully or very satisfied—a clear improvement from the previous survey (2023: 74%). Service quality and customer care were highlighted as crucial aspects of collaboration, and satisfaction with both has increased.
More customers are also likely to recommend GTK as a partner. The Net Promoter Score (NPS), which measures recommendation likelihood, stands at an excellent 60. It is up from 57 in 2023 and is now at the highest level in the comparable measurement history.
It is worth noting, however, that the number of respondents was slightly lower than in the 2023 survey.
Research insights support development and sustainability
A significant majority (74%) of customers feel that collaboration with GTK has led to innovations and solutions that have benefited their business development. The value of GTK’s research data continues to receive strong recognition from customers, as does its role in supporting corporate decision-making.
Since 2023, the survey has also explored customers’ views on sustainability. The importance of sustainability is evident: all respondents either fully or somewhat agreed that sustainability issues are important to their organizations. There is also a growing expectation for GTK to support the advancement of sustainability in its customers’ industries through research-based insights.
Areas for improvement: understanding customer needs and active communication
Despite the excellent overall results, the survey also identified important areas for development. Some customers expressed a wish for GTK to better recognize their specific needs and to pay more attention to timely delivery. While progress has already been made in these areas, further improvement is a priority.
Customers also called for more proactive communication and increased outreach regarding services. The importance of communication and interaction has grown since the last survey.
“These results show that our operations are on a strong foundation, but the journey continues. We remain committed to strengthening customer-centric culture that ensures we better understand our customers’ needs and deliver a positive customer experience in every interaction,” says Antti Nummi, Director of Customer Solutions at GTK.
The customer relationship survey was conducted by Taloustutkimus Oy at the end of 2025 through telephone interviews. Respondents included both domestic and international customers of GTK.
Further information
Antti Nummi, Director, Customer Solutions
Geological Survey of Finland GTK
antti.nummi@gtk.fi
tel. +358 29 503 2151
Key results from GTK′s customer survey
Overall Customer Satisfaction (CSI)
85% of respondents were completely or very satisfied with GTK (2023: 74%). An excellent level is considered 65% or higher.
Net Promoter Score (NPS)
The Net Promoter Score, which measures recommendation likelihood, is 60 (2023: 57). A score of 40 or above is considered excellent.
Collaboration and Innovation
74% of respondents reported that working with GTK has led to new innovations, solutions, or practices for business development (2023: 74%).
Sustainability
72% of respondents fully or somewhat agreed that GTK has supported their company in achieving its sustainability goals (2023: 73%).
