Half a million feedback responses in 2024: HUS has a proven track record of satisfied customers

Based on the anonymous feedback, HUS patients are satisfied with the high-quality care and caring interaction. In 2024, HUS's Net Promoter Score (NPS) was 80, which is excellent: most of our customers recommend HUS.

Easier services for everyone

The customer experience is made up of many different factors for our patients: how the facilities work, whether the staff are friendly, what the care is like, whether the instructions are understandable, and how the service works through digital channels, for example. Reducing treatment queues and increasing caring interaction training for the staff resulted in a more positive customer experience.

We collaborate with nearly 300 experts by experience in customer panels and training roles. We also have more than 250 volunteers who had about 74,000 customer interactions last year. Through these interactions, patients receive support when visiting a hospital and information to improve treatment is passed on.

“In the coming years we will focus on developing our customer service channels. We want to make them simpler for our customers. Our goal is that everyone can easily find their way of using the services and get the best possible solution for their needs,” says Marja Renholm, Chief Nursing Executive at HUS.

How is customer experience measured?

HUS measures the customer experience with the Net Promoter Score. NPS is a commonly used method to gauge customer experience. If an organization has an NPS score of more than 0, most of their customers recommend the organization. An NPS score can be -100 at worst and +100 at best.

HUS collects feedback from its customers via text message after every appointment. It is also possible to give feedback online. HUS received about 500,000 feedback responses from customers and about 335,000 feedback comments.