Visitor satisfaction with Kela’s website has improved

According to a recent visitor survey, visitors to Kela's website are more satisfied than ever. Visitors gave our website an overall rating of 6.7 on a scale of 0–10. This is an improvement compared with the ratings we received in the last two surveys, which were 6.2 and 5.5.

The increase in visitor satisfaction is a good indication that our content updates and revisions have been successful and that our website meets our customers’ needs even better than before.

The visitor survey was carried out on Kela's website in autumn 2024. The total number of respondents was 1,178.

Content easy to understand, search function needs improvement

According to the survey, our customers particularly appreciate the clear structure of our website and how easy it is to understand its contents. Altogether 73% of all respondents found the language we use easy to understand and 70% gave high marks for the clear design of our website.

Of all respondents, 71% felt that the information on Kela's website is reliable while 78% indicated that they had found all or at least some of the information they needed. However, the feedback respondents gave our site-wide search function was not as good. Only 52% of all respondents felt that the search function had helped them find the information they were looking for.

“All survey results have either improved or remained on the same level as previously. We have put special effort into improving the clarity of the language we use on our website, and we have also made it easier to navigate the site,” says Maija Luotonen, editor in chief of Kela's website.

New section on housing allowance published

In the past year, the content available on Kela's website for individual customers has been restructured and revised to fit different life situations. We have also improved the user experience on mobile devices. The revisions and updates made to Kela's website are largely based on customer insight, including tests with customer focus groups. The revised section on unemployment was used as a test case, and we have monitored its performance closely.

The percentage of positive feedback on the section on unemployment grew by over 20% after the section was revised. Now half of all feedback given by the visitors to this section is positive. This means that we have succeeded in increasing positive customer feedback despite the fact that new restrictions have been introduced for unemployment benefits.

The section on housing allowance is the most recent section to undergo a revision. Our aim was to simplify and clarify the structure and contents of the section. Visitors are also now offered more information about other benefits and life situations that affect the housing allowance.

Increase in visitor numbers

Almost 46 million users visited Kela's website in 2024. The total number of visitors to the site increased slightly, with the sections on sickness benefits and social assistance seeing a particular increase in hits. The section on sickness benefits had almost two million visits, which means an increase of 17%. The number of hits to the section on social assistance, on the other hand, grew by 19% to a total visitor count of almost 1.3 million.

Customers logged in to the OmaKela e-service over 43 million times in 2024. Visitors gave OmaKela a rating of 7.4.

You can give us feedback on the contents and structure of Kela's website with our feedback form or by using the feedback tool available at the bottom of each page.