Give your opinion to help Kela improve its service channels

Kela is collecting customer feedback and ideas on how we could improve our service channels, such as our e-services, phone service and service points. The goal is to gain an in-depth understanding of our customers’ opinions and expectations to help us develop our services to better assist our customers in different life situations.

All customers who have used Kela’s services within the last year can participate in the survey. Answer the survey in Kela’s Customer Community by 26 October 2025. You can also answer another similar survey on your customer experience at select service points.

“We want to gain a deeper understanding of our diverse customer base and how we can provide more comprehensive services to all customers. By conducting the survey, we hope to gain a wealth of information on the experiences of our customers and what we should focus on improving to ensure a better experience when customers use Kela’s services,” says Anna Pellinen from the Customer Relations Unit at Kela.

How would you like to access Kela’s services in the future?

Kela actively develops its service channels to ensure they meet the changing needs of Kela’s customers. The new survey also asks what kinds of service channels our customers want to use to access Kela’s services in the future. For example, customers are asked to imagine what their customer experience might look like in 2030.

You can currently access our services online, by phone and in person in over 200 municipalities. Some of the service points with a Kela presence are operated jointly with other authorities and several offer access to our remote service via a video connection. One-on-one advice is available online via chat or messages in the OmaKela e-service. Kela’s chatbot helps our customers in Finnish and Swedish around the clock. We also provide general advice through our social media on Facebook, Instagram and Jodel. 

In 2024, Kela’s phone service fielded 2.2 million calls while our service points saw 700,000 visitors and OmaKela over 43 million login sessions. Altogether 83% of all applications were submitted online.

Members of Kela’s Customer Community can 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. To date, almost 2,000 members have joined the Community. Kela hopes that people from diverse backgrounds and in different life situations join the Community.

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Join the Customer Community

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Customer insight and service development at Kela