Geological Survey of Finland`s Customers Value Expertise and Reliability

Customers evaluated GTK in a customer satisfaction survey as an actor, as well as the quality of different areas of GTK`s services and communication, for example.

The overall satisfaction of GTK customers remains excellent. The share of fully and very satisfied respondents is 74 per cent. Overall satisfaction has decreased slightly from the previous survey (2021: 88 per cent). However, the number of respondents is almost double that of the previous survey. Larger group of respondents provides a more reliable basis for evaluating and monitoring results in the future.

Customers most strongly associate GTK with qualities such as integrity, credibility, good reputation, and operational reliability. GTK is also perceived as a more dynamic actor than previously.

Especially GTK’s expertise, smooth co-operation, and availability all received excellent marks. The NPS (Net Promoter Score) measuring customer loyalty is 57, which is an excellent result. In addition, 74 per cent of the respondents feel that co-operation with GTK created new innovations, solutions or practices that supported business development.

The survey also highlighted areas of development. There is room for improvement in customer service practices, especially in questions related to interaction, understanding customers’ needs, and delivery. The results of the customer satisfaction survey provide valuable information for improving GTK’s services and customer service processes.

‘Once again, the customer satisfaction survey shows that our customers value our expertise and the geodata products and research services we produce. We thank our customers for their trust. It’s the expertise and high-quality research results that are our core competence and our greatest strength. In addition to this, we’re constantly striving to strengthen our customer relationships and a customer-oriented culture, because we want to provide a first-class customer experience. It’s a priority for us,’ says Antti Nummi, Director of Customer Solutions at GTK.

For the first time, the customer satisfaction survey included questions related to corporate responsibility. Almost all respondents (91 per cent) fully agree that sustainability and responsibility issues are important for the company’s brand. Two out of three feel that responsibility is also an important competitive advantage. The open responses emphasise that customers expect responsibility in GTK`s own activities and support for customers to achieve their sustainability targets.

The customer satisfaction survey was carried out at the end of 2023 by Taloustutkimus Oy. It was conducted as telephone interviews. The sample consisted of GTK’s domestic (88 per cent) and international (12 per cent) customers.

Further information

Antti Nummi
Director, Customer Solutions
Geological Survey of Finland GTK
tel. +358 29 503 2151
antti.nummi@gtk.fi