Kela conducts survey on customer experiences among families with children

Kela launched a Customer Community in 2024. The members of the community contribute to the development of Kela’s services by taking part in various surveys and studies. The next survey focuses on the experiences of families with children in using Kela’s services and asks for their opinions on how our services could be improved. The survey is available from 26 September to 3 October 2025.

The survey is open to all members of Kela’s Customer Community who have children under the age of 18 living in their household on a permanent or part-time basis or who use Kela’s services on behalf of their children in some way.

“We want to gain a deeper understanding of different kinds of families and how we can provide more comprehensive services to families with children. By conducting the survey, we hope to gain a wealth of information on the customer experiences of families and on what we should focus on improving to ensure a smoother customer experience when they use Kela’s services,” says Laura Kinnunen, Strategic Designer at Kela.

Children can participate by drawing a picture

The survey also includes a separate task for children asking them to draw a picture of what the best day ever with their family would look like. A photo of the drawing can be submitted together with the survey and parents are encouraged to provide a short description of what the drawing depicts. If they want to, parents can submit only their child’s drawing without filling out the actual survey.

Children’s drawings offer a visual way of expressing the experiences of their family and what would make daily life a bit better. Respondents who submit a drawing can also participate in a prize draw.

“It is important for us to hear from children as well. Their drawings help us better understand how they experience things,” says Kinnunen.

Members of Kela’s Customer Community help Kela develop its services

Kela’s Customer Community is open to all persons aged 16 or over. The Community operates primarily online, and invitations to fill out surveys are sent via email. Each member can choose what surveys or other tasks they want to complete and what topics they want to share their opinions on. All answers are anonymous and do not affect the respondent’s customer relations with Kela in any way.

Kela’s Customer Community operates in English, Finnish and Swedish. The Customer Community has almost 2,000 members, and Kela hopes to see people from different backgrounds and different life situations join the Community.

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