Customer feedback in 2023 – individuals and business customers happy with customer service

Feedback from customers plays an important part in developing the activities of Finnish Customs to be efficient and to meet the needs of the customers. Trust, which is important to Customs, comes from people oriented services.

With the help of customer feedback, we are able to improve our actions when needed. We monitor the feedback actively and strive to do our best and to eliminate possible problems.

The most common feedback subjects from individuals

Positive feedback was given for customer service, smooth and easy customs clearances and good instructions.

The most common feedback submitted by individuals has to do with problems with customs clearance of parcels and problems in the process between Posti and Customs. We received negative feedback especially regarding disruptions, when the customs clearance of parcels was not immediately successful.

We monitor customer satisfaction with the Import Declaration Service for private persons actively. On average, customers rate the service as a four out of five. About 80% of the users give this rating. 

The most common feedback subjects for business customers

Most of the negative feedback submitted by business customers concerned error messages in the customs clearance process. Feedback was also given for the incomplete transit system and for challenges with the Customs Clearance Service. We constantly strive to improve the error messages and the instructions for the user interface based on the customer feedback.

Positive feedback was given for customer service and for clear instructions, for example regarding EORI.

Measures taken based on the feedback

We have sent replies to everyone who submitted their feedback via the website and provided their contact information. We will take the customer feedback into account when renewing the Finnish Customs website, and we will continue collecting feedback in many channels.

How much feedback did we receive?

• General continuous customer feedback on the website: around 1,400 feedback messages
• Reaction buttons on the website: around 9,000 reactions
• Customer surveys after transactions with Customs: around 41,000 answers
  • The Import Declaration Service for private persons, the Customs Clearance Service, the Intrastat Declaration Service, he EORI Number Registration Service, the Authorisations and Decisions Service, the My Details service, the message exchange testing service
• Customer satisfaction overviews every one or two years
  • Customers using message exchange for customs clearance, once a year: around 50-80 answers
  • Intrastat customers, every two years: around 1,000 answers