Towards an excellent service experience
Hansel regularly monitors customer and supplier satisfaction. Customer and supplier satisfaction surveys are realised annually in January. Previously, the supplier satisfaction survey took place every two years, but from 2023 onwards, we decided to realise both surveys at the same time.
Customer feedback regarding our operations was even more positive than before. As in the previous years, the aspects of our operations most valued by customers were our knowledge of the Act on Public Procurement and Concession Contracts and our tendering skills, our service attitude, and the performance of our contact persons. We also received an even better rating for the cooperation with our contractual suppliers. According to the suppliers, our greatest strengths were the knowledge of the Act on Public Procurement and Concession Contracts and tendering procedures, and the performance of the appointed contact persons.
Customers are satisfied with Hansel’s services
The Executive Committee discussed the results of the 2024 customer satisfaction survey, and the results were also reviewed at a personnel information event. The results will be used in the planning of development measures. Overall customer satisfaction (4.24) was better than in the previous year (2023: 4.19) despite the changed global situation and the pressures to achieve savings in public administration, which also affected Hansel’s operations. The war in Ukraine and the related sanctions continued to affect Hansel’s operations.
In work with customers, in-person meetings and events have become more common, but naturally, there are still also many online meetings and webinars. As in the previous year, Hansel’s strengths mentioned in the customer satisfaction survey included knowledge of the Act on Public Procurement and Concession Contracts and tendering skills, a service attitude, and the performance of contact persons.
As in the previous year, development areas named by the customers included knowledge of the customers’ needs, and the benefits and functionality of joint procurement. However, there was a slight improvement in both areas compared to the previous year.
A total of 478 (2023: 466) customers who did business with Hansel over the year responded to the survey.
- The average score was 4.24 (2023: 4.19).
- A total of 89% of respondents gave an overall score of 3.50 or higher (2023: 90%).
- Four per cent of respondents gave an overall score of 2.99 or lower (2023: 5%).
Part of the performance bonuses paid to Hansel employees is linked to the received customer feedback.
Smooth cooperation with contractual suppliers
The average score for the 2024 supplier satisfaction survey was 4.12. It was the best score we received from suppliers between 2014 and 2024, i.e. during the time supplier satisfaction has been measured. A total of 159 contact persons from supplier companies who had done business with Hansel last year responded to the survey.
The survey investigated how satisfied suppliers were in six different areas:
- Knowledge of the Act on Public Procurement and Concession Contracts and tendering procedures
- Smoothness of the tendering process
- Equality in Hansel’s operations
- Communication about joint procurement arrangements and tendering
- Performance of the appointed contact person
- Knowledge of the procurement object (products and services).
According to the suppliers, our greatest strengths were the knowledge of the Act on Public Procurement and Concession Contracts and tendering procedures at 4.32 (2023: 4.31), and the performance of the appointed contact person at 4.29 (2023: 4.35). A total of 48% and 58% of respondents gave these areas the best score of five.
According to the results, the most important area for improvement is the smoothness of the tendering process. Our contractual suppliers gave it a score of 3.89 (2023: 3.64). The score was significantly higher than in the previous year, however.
- The average score was 4.12 (2023: 4.06).
- A total of 82.8% of respondents gave an overall score of 3.50 or higher (2023: 81.6%).
- 6.4% of respondents gave an overall score of 2.99 or lower (2023: 5.9%).
The results of the 2024 customer satisfaction survey were discussed by the Executive Committee and the category managers, and reviewed at a personnel information event. The results were used in the planning of the 2025 supplier cooperation development activities, which were realised with the category managers and other employees. The performance bonus paid to category managers is partly linked to the supplier feedback.
Aiming for an excellent digital service experience
The Hansel.fi e-service is a constantly developed channel for our customers and contractual suppliers to keep in contact with us. In the e-service, our customers can join joint procurement procedures, complete mini-competitions, monitor the progress of their procurement and review joint procurement documentation, for example. There is also a wide range of guidelines for our contractual suppliers and several services to make their work easier. Hansel’s digital services have grown significantly in recent years, and our aim is to ensure that they will also be as easy and seamless to use as possible in the future.
In line with our strategy, we want to provide the best digital service experience in the sector. In 2024, we launched a project during the first stage of which we focus on defining what an excellent digital service experience means in practice for us and our stakeholders. The project involves interviewing customers and contractual suppliers, as well as conducting internal surveys to map the current status and set a target state.
During the project’s next phases, we will focus on tangible measures and indicators to monitor our progress towards the set targets. We will also start surveying the key customer and supplier paths to better develop our services to meet the needs of our stakeholders.
The project is a key part of the implementation of the strategy, and with it we aim to ensure that our customers and contractual suppliers find doing business with us a smooth experience, regardless of the communications channel.
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