Customer-centricity is a recurring theme in almost all organizations' speeches, but are we living out our values in reality? We asked our customers for their opinion. The results rose to a commendable level in all areas, with an overall customer service score of nine.
– Although we expected a reasonably good response, the end result was still a nice surprise. We are very pleased with this show of trust, Liiveri's Executive Director Sinikka Koivumäki thanks
Bureaucracy must be further dismantled
But there is also room for improvement in the system. The unnecessary bureaucracy in the project world was criticized.
Customers felt that the slowness of the process made it difficult to start and implement projects. A livery is also needed to translate project slang into Finnish and cope with paperwork.
– As many as 25 percent of respondents felt that they could not cope with the project bureaucracy. The high number is partly explained by frustration with the problems that occurred in the electronic application system, which have fortunately been fixed, Koivumäki emphasizes.
95 % recommends
Despite the bureaucracy, 95% of % customers recommend project financing to others. Liiver also provided me with sufficient help in problem situations.
– Many people said that bureaucracy does not make it difficult to implement a project, as long as you are brave enough to ask the Liiver team for advice. We will do everything we can to ensure that the threshold for asking for help remains low in the future. We will also convey the message of customers' concerns about bureaucracy to the administration, Koivumäki promises.