Customer feedback to develop International House Helsinki’s services

At International House Helsinki (IHH), customer feedback is at the heart of everything we do. By actively listening to the needs and expectations of our diverse customers, we continually refine our services to make settling in the Helsinki region smoother for international newcomers. From interactive events to tailored service packages, our commitment to co-creation ensures that every voice contributes to a more inclusive and supportive experience.

Collecting customer feedback is a central part of our work at IHH. It provides valuable insights into the needs, expectations, and challenges of our diverse customer base. Ongoing dialogue with our customers also allows us to gather in-depth information that has been instrumental in improving our services.

Listening, learning, and improving: How feedback shapes our services

We collect information and gather feedback at every stage of our service path, using it to improve our services. We constantly follow up to ensure that the content we offer meets the expectations and needs of our customers.

For example, our event registration forms include space for participants to share their expectations, while webinar attendees are encouraged to ask questions and provide feedback immediately or afterwards.

Our chatbot, Into, plays an essential role in customer interaction. Analysing the conversations helps us better understand which topics our customers need information about.

By analysing customer feedback and chatbot dialogues, we’ve identified recurring questions and challenges. These insights have helped to develop clearer, more user-friendly service processes and communication.

Feedback has also enabled us to better tailor our service packages to meet the needs of corporate clients, ensuring that employers receive the support they need for international recruitment and helping their new employees settle in the Helsinki capital region.

From chatbot insights to voting activities

Here are some recent examples of how we’ve used customer feedback to make improvements and create new services:

Feedback terminals at our service centre: Installed to collect general feedback from newcomers visiting the service centre and using authority or advisory services at IHH.
Step-by-step checklists: Based on extensive feedback, newcomers often find it difficult to understand the necessary steps to take. We’ve created comprehensive checklists for international newcomers and startup entrepreneurs, outlining what to do, why it’s needed, and in what order when relocating to the Helsinki region. These checklists will be published on our website in early 2025.
Interactive voting at events: At a recruitment event in September, we set up a “pinecone voting station”. This engaging activity, inspired by previous workshops and customer interviews, provided valuable insights into support services for international jobseekers. Feedback from this activity is guiding the development of our Employment Coaching service, with new offerings planned for 2025.
A “pinecone voting station” provided valuable insights into support services for international jobseekers.
Service design workshops: Throughout 2024, we conducted co-creation workshops and customer interviews as part of several service design projects.
Tailored chatbot responses: Our chatbot, Into, frequently receives inquiries from jobseekers interested in working in healthcare or education. These fields face labour shortages in the Helsinki region and involve specific international recruitment processes. Tailored responses were therefore developed to address these queries.
Customer study at IHH: On-site interviews conducted in autumn 2024 deepened our understanding of customer needs.
Tailored events: Responding to customer and stakeholder requests, we have developed specialised information sessions for international students and foreign embassies in Helsinki. In response to growing demand, we recently launched Newcomer Information Sessions about Working Life, focusing on job searching, employment, and career themes.

Meeting diverse needs with flexible offerings

We are committed to expanding services that are independent of time and place. Remote guidance services are now available at various times and days to accommodate customers in different time zones. Video-based resources are also being developed, ensuring information is accessible whenever and wherever it’s needed.

Customer feedback continues to shape the future of our services, ensuring that we remain responsive to the evolving needs of our community. At IHH, listening to our customers is key to building a more welcoming and accessible Helsinki for all international newcomers.

Now is another chance to make an impact!

Have you moved to Finland and the Helsinki capital region? Share your experience by completing an online survey.

As a central hub for immigration-related services, we at International House Helsinki are particularly interested in understanding how you have managed to complete all necessary tasks with the authorities. Your feedback will help us improve our services and ensure a smoother transition for future newcomers moving to Finland and the Helsinki capital region.

The survey has up to 24 questions (depending on your situation) and takes about 15 minutes to complete. You can’t go back to previous pages or continue later, so please complete it in one go. The survey is completely anonymous and open until 18 December 2024.

This survey is anonymous. Please do not include any personal data in your answers. The survey answers will be analysed and reported in such a way that individual respondents cannot be identified from the data.

Participate in the online survey via this link

We thank you in advance for your input!