Elisa serves more than 2.3 million consumer, corporate and public administration organisation customers who are having diverse backgrounds. Well managed and developed customer insight is a vital for us to be able to continuously develop our products and services to meet our customers’ needs. Customer orientation is one of our guiding values and customer satisfaction an important factor steering our operations.
Security, safety, accessibility and ease of use of our services are the key focus areas in for Elisa's customer experience development.
On top of daily customer encounters Elisa collects customer feedback by using regular customer surveys. Analysis results of surveys are transformed to development plans and actions by business management.
In the future, the new EU directives will set conditions to transparency of customer information. Customers are entitled for example to know what personal information Elisa stores about them.
We follow the law, rules of the sector and good practices in our marketing. The Finnish Competition and Consumer Authority supervises and provides guidelines for marketing in the industry. Our customers have the right to opt out of direct marketing. Our Communications unit handles our marketing.
We apply the Consumer Protection Act, the Personal Data Act and certain other special acts, as well as guidelines and regulations from the authorities, in our telephone marketing. Elisa’s subsidiary Enia is responsible for Elisa’s telephone sales service. Its quality monitoring ensures compliance with the agreed rules.
Our customer support pages give guidance and support. Elisa Palsta chat area often provides answers for questions about our products and services. Elisa is also active in Facebook and Twitter.
Elisa has service for families (in Finnish) on our website to support digital parenting. You can download the Help Some application provided by Save the Children Finland, that provides support for the problems of childern and teenagers.