DNA has the most satisfied and loyal broadband consumer customers in EPSI Rating industry survey

In the business customer segment, DNA customer satisfaction is 76.4 points while the industry average is at 75.7 points. In the survey, a score higher than 75 indicates very satisfied customers. The differences in the survey results fit within the margin of error, indicating that the service received by broadband customers is overall at a good level in Finland.

According to DNA Vice President, Network & Cloud, Kaapro Kanto, being ranked the first says that DNA is doing the right things: “Fast, working and reliable connections are a solid foundation, but to reach an excellent customer experience, you need more than just a foundation. You need to understand the changing needs of business customers and actively develop services for them.”

DNA’s broadband services  have the most satisfied and loyal consumer customers 

DNA’s consumer customers’ satisfaction with their broadband services is also very strong, with a customer satisfaction score of 76.5. This exceeds the industry average of 73.9. With consumer business, the difference between DNA and the competition is greater than margin of error, making the result statistically significant. 

“We are very happy and grateful that our customers have once again recognised the quality and reliability of DNA’s services. Being the broadband market leader is a testament to our long-term strategy and commitment to improving our customers’ everyday lives. Our consumer broadband customers ranked us the highest in all areas – image, expectations, perceived product and service quality, value for money, customer satisfaction, and loyalty,” says DNA Vice President, Consumer Broadband, Mikko Kannisto.

“We continue to work diligently to provide solutions that not only meet our customers’ expectations, but also support them in an ever-changing digital day-to-day life. This result gives us more motivation to further improve our services,” he continues.

About EPSI Rating

The study by the independent EPSI Rating organisation, conducted in September 2024, interviewed roughly 1,000 Finnish consumers and corporate customers. The study investigated the satisfaction of telecom operator customers with different areas: image, expectations, product quality, service quality, and value for money.  The study uses an index of 0–100. As a rule of thumb, results below 60 can be considered to represent unsatisfied customers, 60–75 satisfied customers, and 75 and above very satisfied customers.

EPSI Rating is an independent Nordic academic non-profit organisation. EPSI Rating grew out of an EU research project at the Stockholm School of Economics in 1989 and is owned by the Swedish Institute for Quality, which is owned by the Swedish government.

^*)See EPSI’s Telecommunications 2024 study results on the EPSI Rating website at https://www.epsi-finland.org/toimialatutkimukset/telekommunikaatio/.

Media enquiries:

DNA Corporate Communications, tel. +358 44 044 8000, communications@dna.fi