At the end of the year, we collected feedback on Suomisport’s services through our annual survey, which received responses from over 600 people. The respondents represented end users, sports clubs, and sports federations.
To ensure comparability, the survey was conducted with the same questions as in previous years and was targeted at clubs and federations. A new separate survey was introduced to explore the experiences and feedback of end users and consumers to improve customer service.
In 2024, feedback remains at a strong level, and the service has developed positively across all areas. End users particularly appreciate the speed and friendliness of our customer service. Sports clubs once again provided many development suggestions, but feedback on the payment functions was especially positive. For sports federations, feedback has remained consistently strong.
The survey was conducted on a scale of 1 to 5, where 1 was poor and 5 very good.
Customer service and support receive praise
Those who contacted our customer service have been highly satisfied with the service they received. Consumers and organizational users rated customer service friendliness at 4.4 and clarity at 4.4.
Our customer service handles over 14,000 inquiries per year. 78% of respondents reported that their issues were resolved on the first contact. Response speed was perceived as excellent. Satisfaction among sports federation users with the support pages and customer service assistance had also increased.
Suggested improvements included diversifying contact channels and providing clearer instructions for separate services that use Suomisport login.
- Satisfaction with customer service: 4.38
- Customer service friendliness: 4.4
- Response speed: 4.43
Clubs: Satisfaction with payment management grows – service’s data security and compliance with association law are highly valued
The club services received an average rating of 3.31 (an increase from previous years: 3.24 in 2023 and 3.17 in 2022). Satisfaction improved across all functions.
Payment management received particularly strong praise: the management of seasonal fees for groups and teams was rated 3.73, compared to 3.37 the previous year. Membership fee management also received positive feedback.
– It’s great to see that payment management has received better feedback this year. At the end of the summer, we made major improvements to the user interface to simplify payment management, and this is reflected in the feedback we’ve received, says Customer Manager Carita Riutta.
Suomisport’s data security and compliance with association law continued to receive excellent ratings, scoring over 4.0. Communication features also received better feedback than before, although there is still room for improvement in this area.
- Overall rating: 3.3
- Payment management: 3.6
- Management of groups and teams: 3.6
- Membership administration: 3.4
Sports federations’ feedback remains consistently strong
Feedback from sports federations has remained stable compared to previous years. Satisfaction with federation services increased slightly from past years, reaching 3.67 (3.61 in 2023, 3.55 in 2022). The core functions of federations, such as managing and processing payments for licenses, player passes, and insurance, received excellent ratings above 4.0.
This year, we introduced a comprehensive data service for federations for the first time, which was well received. However, some respondents were unsure whether their federation had utilized this service. In open feedback, requests were made for clearer instructions on how to use Suomisport more comprehensively, and some respondents highlighted the need to prioritize club services more strongly in relation to federation services.
- Overall rating: 3.7
- Payments: 4.1
- Event management: 4.0
- License/player pass management: 4.0
Suomisport’s development continues
We want to keep receiving feedback from all our target groups. New features are continuously introduced in Suomisport, particularly based on requests from sports clubs. On the federation side, we are focusing on enhancing services that support data-driven decision-making and improving reporting. Feedback is valuable to us, and we encourage everyone to share their thoughts.
Artificial intelligence was used to analyze survey responses, but all data and findings have been carefully reviewed by our experts.