DNA has the most satisfied mobile subscription consumer customers in EPSI Rating industry study

The study by the independent EPSI Rating organisation, conducted in September 2024, interviewed roughly 1,000 Finnish consumers and corporate customers. The study investigates the satisfaction of telecom operator customers with different areas: image, expectations, product quality, service quality, and value for money.

The study indicates that DNA has the industry’s most satisfied mobile customers, with the company consistently scoring high points across all areas.

“We develop our customer experience with a long-term and systematic approach based on feedback from our customers and on other information we collect. This work results in improved customer satisfaction, reflected not only in our own metrics, but also in various recognitions. It is important to us that we meet our customers’ expectations, and that is why it is particularly pleasant that we are the leaders in several areas,” says Niina Metsälä, VP, Customer Experience, Consumer business.

Telecom services generally at a good level in Finland

The industry average for mobile consumer satisfaction was 73.3. It rose from last year’s 71.4 by almost two percentage points. DNA ranked the highest in satisfaction among consumers with a score of 74.7. The EPSI Rating 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.

1. DNA: 74.3
2. Telia 73.5
3. Elisa 72.4                      

“The study indicates that the customer satisfaction with telecom services in Finland is generally at a really good level. This inspires us to improve our service even further. The consumer customer satisfaction with DNA mobile phone subscriptions demonstrates our commitment to high levels of service and continuous improvement of the customer experience,” Metsälä says.

DNA’s score has also improved among business customers since last year. DNA is continuously investing in the development of the customer experience for its corporate clients as well.

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 (in Finnish) at https://www.epsi-finland.org/toimialatutkimukset/telekommunikaatio/

Media enquiries

Niina Metsälä, VP, Customer Experience, Consumer business, DNA, tel. +358 44 044 3250, niina.metsala@dna.fi

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