Praise and room for improvement

Topics

• Income security
• Job seeking
• Membership
• YTK

We again received almost 20 000 responses to our Members’ Pulse. These responses are important to us, as they help us to orient and develop our activities. We want to be the best unemployment fund in the world for our members!

Member pulse is a reliable tool

We send out the Members’ Pulse twice a year. We ask you to evaluate our activities from different angles and we also ask you about topical issues related to working life, the economy and unemployment. We also ask about customer experience. The results help us to understand what works and what doesn’t.

We receive around 20 000 responses each time. Because of the high response rate, journalists are also interested. Each Member Pulse typically results in several newspaper stories.

Good grades

Respondents gave high marks to various aspects of the YTK.

In particular, we are pleased that the friendliness of our service received an “A” rating. Kindness is valuable and makes it easier to communicate and build trust, for example.
 
Respondents felt that our service is fast and that as a member of the YTK you get value for money. By far the majority also intended to remain a member.
 
Criticism was voiced about the negative decisions on income support and changes in the law that have reduced the amount of income support. 
 
23% of respondents felt that we send too few messages. Similarly, 22% thought that we send too many messages. We are working to address this discrepancy by improving the targeting of messages; a timely message is better than a constant barrage of messages.

69% of respondents would be willing to recommend us to their friends. This is a good figure, as our strong membership growth is largely explained by the fact that people are happy to recommend us.

Around 7% of respondents were reviewers. The reviewers include many respondents who have had little or no experience of our services and therefore it does not feel right to recommend us. However, there is also dissatisfaction with the level and processing times of the earnings-related daily allowance.

We particularly praise the customer service, communication and clarity of the website.

Employment services

Since the summer, we have also been able to support the employment of our members. We received open feedback and praise for this too.

However, the responses to the Members’ Pulse show that there is still room for improvement in the attractiveness of these services. We agree. At the moment, we are still in the process of building new services and have not yet had time to market them very strongly.

Gradually this will change. When you log on to OmaYTK, you can already access a comprehensive range of services and now even job vacancies can be found through OmaYTK. We are also continuing to develop AI-based job ad targeting. As this progresses, we will let you know more.

The majority of respondents have found their current or last job from sources other than job vacancies. This result will guide us to develop services to better access these hidden jobs as well.

So there’s all sorts of exciting things in store! Thank you to all respondents for their valuable insights and good feedback. We will send out the next Members’ Pulse next March. See you then!