Recognition of foreign qualifications – report on customer satisfaction and the impact of recognition decisions 2024

Summary of the results of the customer surveys

The Finnish National Agency for Education (EDUFI) makes decisions on the recognition of professional qualifications and higher education degrees and studies based on qualifications completed abroad. This decision-making is generally referred to as recognition of qualifications. Decisions on the recognition of qualifications are intended for situations where a person who has obtained a qualification abroad is applying for a job in Finland that by law requires specific education and training or a higher education degree of a specific level.  

In 2024, the Recognition of Qualifications Unit of EDUFI carried out two customer surveys: a customer satisfaction survey and an impact survey. The purpose of the customer satisfaction survey was to examine the satisfaction of recognition decision recipients with the recognition process and EDUFI’s information materials. The purpose of the impact survey was to examine the impact of the recognition decisions. The customer satisfaction survey was sent to people who had received a recognition decision in January–June 2024. The impact survey was sent to those who had received a recognition decision in 2017–2021. The total number of survey links sent out was 4,351, and the total number of respondents was 672.  

Overall, the survey results were positive for EDUFI. Of particular note in the results of the customer satisfaction survey are the positive feedback on information and guidance materials and the excellent overall score. The majority of the respondents of the impact survey felt that they had benefited from EDUFI’s decision. However, the respondents of the impact survey also expressed some critical views in their free-form responses.

This was the fifth time that EDUFI surveyed the satisfaction of recognition of qualifications customers and the impacts of the recognition decisions. The previous surveys were carried out in 2005, 2009, 2016 and 2018. The way in which this survey was carried out differed from the previous ones in that customer satisfaction and the impact of recognition decisions were examined with separate surveys that were sent to different target groups. The customer satisfaction survey was sent to customers who had recently received a recognition decision, while the impact survey was sent to customers who had received a recognition decision some years ago. In the past, both customer satisfaction and the impact of recognition decisions were examined with a single survey.

Results of the customer satisfaction survey

The customer satisfaction survey focused on satisfaction with the recognition process and on the information and guidance materials used and their functionality.  

For almost half of the respondents, the main reason for applying for a recognition decision was the general improvement of employment opportunities. Just under a third were applying for a job requiring a decision, and just over a fifth stated that they needed a decision to continue their studies in Finland.  

The respondents had received the most guidance or advice related to the application process from EDUFI. The most used information and guidance materials maintained by EDUFI were online texts, the instructions on the application form and the service guide for the recognition of qualifications.  

The respondents were satisfied with both EDUFI’s conduct and the recognition process. Information on the fact that a decision had to be applied for from EDUFI had been easy to find, and the content of the decision was generally considered clear and understandable. Decision recipients were particularly satisfied with the application processing times and the service received from EDUFI. Opinions on the price of the recognition decision were more divisive. The respondents gave EDUFI’s service an overall score of 4.3/5.  

Based on free-form survey responses, EDUFI’s greatest successes were customer service, the speed of decision-making, clear instructions and a simple recognition process. Suggested improvements included lower fees, more extensive dissemination of information in foreign languages and the issuing of decisions in English in addition to the official languages of Finland.

The results were compared with the results of the previous customer surveys in so far as the questions remained the same. Based on the comparison, the results have clearly improved: customers are more satisfied than before especially with processing times and EDUFI’s service.

Results of the impact survey

The respondents of the impact survey were divided into three groups depending on whether they had received 1) a decision on the recognition of professional qualifications, 2) a decision on the recognition of a foreign higher education degree as comparable to a degree of a certain level completed in Finland or 3) a decision on the recognition of a foreign higher education degree or studies as comparable to a specific higher education degree or studies completed in Finland. The survey examined the reasons for applying for a recognition decision, the perceived usefulness of the decision, the sources of information used, the fulfilment of additional requirements and the current situation of the respondents.  

Most of the respondents who had received a decision on the recognition of professional qualifications had applied for the decision due to needing it for a job that they were applying for. In the other two groups, the majority of respondents stated that their reason for applying for a decision was the improvement of employment opportunities. In all three groups, the majority of respondents felt that they had benefited from the decision that they had received.  

Most respondents stated that they had applied for a decision from EDUFI independently. Applicants had received external advice from an employer, an integration training instructor, a TE Office or a SIMHE service. The majority of respondents had a job corresponding to their education at the time of the survey.

Decisions on the recognition of professional qualifications and decisions on the recognition of a foreign higher education degree or studies as comparable to a specific higher education degree or studies completed in Finland can impose additional requirements on the recipient. Of the respondents who had had additional requirements imposed on them, approximately half had started the fulfilment of the additional requirement. The most common reasons for not fulfilling additional requirements were insufficient information about the additional requirements, challenges in finding opportunities to fulfil them, economic factors and lack of time.

In their free-form responses, the respondents expressed feeling disappointed particularly in receiving unsatisfactory decisions, the price of the decisions, the processing time and various challenges related to additional requirements and the fulfilment thereof. Many respondents also offered praise. The decisions had helped respondents in finding employment, and the process was considered to be smooth. EDUFI’s service was described as helpful, friendly and professional.