Finnish National Agency for Education’s customer survey 2024: expertise praised, findability of information in need of improvement

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We develop education, early childhood education and lifelong learning and promote internationalisation through our various services. Each year, we conduct a customer survey to collect information on how successful our services have been. Based on the feedback received via this year’s survey, we will continue to improve the findability of our information, among other things.

The teacher explains with her speech and hands to several students from different cultures.

Photo: Satu Haavisto

The Finnish National Agency for Education EDUFI’s customer survey, which was conducted in September 2024, received responses from a total of approximately 1,700 people with different backgrounds. The number of respondents increased from the previous year, and the sample is an extensive representation of our largest customer groups across Finland.

The survey respondents, approximately half of whom use EDUFI’s services on a daily or weekly basis, gave EDUFI’s services an overall grade of 3.7 (on a scale of 1 to 5). The respondents considered EDUFI's services to be competent and reliable, but called for more interaction and renewability.

The majority of the survey respondents use EDUFI's services via digital channels. Participation in events, webinars and training was also common. EDUFI's webinars and training courses were highly praised by the respondents.

All service addresses now listed in one place in response to feedback

The survey respondents hoped that EDUFI would particularly develop the findability of its information, clear communication and interaction.

In response to the feedback received via the customer survey, EDUFI added a ”Näin asioit” (“How to reach us”) section to the Oph.fi website, where you can find the contact details of all our services.

“The new section lists all the email addresses associated with our services by service, which helps our customers find the addresses through which their questions will reach the right specialists the quickest,” says Customer Service Manager Annika Grönholm. Improvements will also be made to the findability of other information and the clarity of instructions.

Out of all of EDUFI’s services, the survey respondents were most familiar with the Oph.fi website and the Studyinfo service. All of EDUFI's services can be accessed using the links below (some services are only available in Finnish and Swedish).

Finnish National Agency for Education Services

Customer service responses may be delayed

The survey respondents also called for improvements to the response times and ease of use of EDUFI’s services. Unfortunately the Finnish Government’s recent budget cuts also affect EDUFI, resulting in potentially longer response and processing times, but our goal is to minimise the impacts of these changes on our customers.

Lämmin kiitos kaikille kyselyyn vastanneille!

Lisätietoja

Customer Service Manager Annika Grönholm annika.gronholm [at] oph.fi, tel. +358 29 533 1053
Customer Experience Manager Elina Piskonen elina.piskonen [at] oph.fi, tel. +358 29 533 1114

EDUFI's customers range from 9th-graders to professionals of education

The Finnish National Agency for Education EDUFI is tasked with developing education and training, early childhood education, lifelong learning and internationalisation and carrying out related service tasks. EDUFI is responsible for drawing up and supporting the national core curricula and for providing several nationally important digital services and information resources. EDUFI’s tasks also include the recognition of qualifications completed abroad, the organisation of language proficiency tests and the provision of internationalisation services, which offer opportunities for international exchanges or traineeships, participation in volunteer work and applying for grants as well as programmes, grants and education export services for organisations.

EDUFI interacts with hundreds of thousands of customers each year, and our websites are used millions of times a year. Our services are used by ninth-graders applying to upper secondary education, study counsellors, principals, teachers, international students considering studying in Finland and people taking the National Certificates of Language Proficiency (YKI) tests, for example. We prepare and provide core curricula, guidelines and advice, grant funding, cover the costs of school textbooks and maintain several important digital services.