Our customers' experience with Enfo: 90% would recommend .

We measure customer satisfaction regularly to get an overall picture and to support the selection of development priorities. We received great ratings in our customer survey conducted in December 2024: 9 out of 10 customers are willing to recommend Enfo. The responses highlight in particular strong expertise, customer focus and smooth cooperation.

What keeps Enfo's customer experience scores high? In this article, Sanna Mari Alppivuori, SVP of Communications, Customer Experience and Sustainability at Enfo, discusses where Enfo has succeeded and to what Enfo will focus on to continuously develop further.

How important a good customer satisfaction is for Enfo's business? We genuinely care about our customers and believe that a good customer experience is a prerequisite for Enfo's success. Without good customer experience we cannot succeed in our work. We want to hear the thoughts and feedback of our customers so that we can develop our business to even better meet their needs. A high-quality customer experience is one of our strategic success factors, and it is one of our key objectives.

In December, we sent out our half-yearly customer survey, and the results were once again fantastic: 90% of respondents are ready to recommend Enfo as an IT supplier. The survey also measured the overall satisfaction of our customers, which scored 4,05 on a scale of 1 to 5, and was still slightly up from the previous score of 4.03. The results of the customer survey reveal that cooperation works well and we have been successful in helping our customers to achieve their goals.

Customers praise strong expertise and customer-oriented service 

Based on both the survey results and feedback from other interactions, customers consider high quality and versatile expertise to be a particular strength of Enfo. In addition, our customers value our customer focused service, which is reflected, for example, in smooth and pleasant cooperation and a good customer experience. Reliability, which stems from our domestic roots, also plays an important role – especially in the fields related to security of supply. Overall, according to the results, our customers find it pleasant to work with us.

Our values also strongly guide our actions. It is great to see that the things that we value – cooperation, trust, continuous improvement and expertise – are also visible and implemented externally.

In the survey, our customers said the following about working with us in their open comments: 

"Cooperation is very nice and smooth, and it is nice to work with people every day."

"Actionable and immediate atmosphere. Things run smoothly without unnecessary bureaucracy."

"A genuine interest in solving matters and a good perception for taking them forward."

Customer experience remains high year after year – why?

Customer experience is one of Enfo's strategic success factors. We monitor it with numerous indicators, from the end-user level to the IT decision makers. The theme is regularly presented to all employees from different perspectives and the delivery of a good customer experience is also embedded in our reward system. We deliver continuous managed services to our customers, and it is our job to deliver on our service promises every day, so that our customers can easily choose us now and in the future.

Our service promise is all about achieving the results you want and working with the people you love to work with. As typically in a service business, the customer experience is created together with our customers in everyday IT matters and dialogues related to development. Smooth collaboration is simply more comfortable for us and our customers, and I know that good results inspire our employees to succeed every day. The customer experience also has an impact on the working day experience of our employees and, through this, their well-being at work, which is part of our social responsibility.

How can we continue to improve?

Although the results of the survey are excellent, we take both positive and critical feedback with open attitude. We tackle themes that give us constructive feedback, and the feedback influences the choices and emphases we make in our development work.

Based on the survey, our customers consider proactive cooperation in development important. It is based on the expertise we use to create value for our customers and are committed to keeping our technological expertise at the top level. For basic IT services, we also identify a clear expectation for a smooth flow of service requests, and we monitor this in a multi-dimensional way. Together with our customers, we also produce a lot of service-related information, and information management is one of the themes around which we are looking for opportunities to develop our operations even better.

We believe that by developing the things that are meaningful to our customers, we can also improve our customers' results. I would like to warmly thank everyone who responded to the survey for their valuable feedback; Here is a good point to continue towards new joint results.

Sanna Mari Alppivuori is SVP Communications & Marketing, Customer Experience and Sustainability at Enfo. She has decades of experience in IT sales and customer experience management, strong communication skills and a diverse marketing background.