Customer feedback drives the development of CSC’s services and operations
Open and active communication with customers and other stakeholders is essential to CSC’s work. The cross-cutting theme of CSC’s strategy 2025–2030 is ‘Customers and service users at the core.’
CSC’s service and development activities are based on strong customer interaction and collaboration. Through ongoing dialogue with customers and service users, CSC identifies their expectations and wishes regarding CSC and its services, and then strives to respond to them.
Customer satisfaction is assessed not only through direct interactions but also via regular surveys and interviews, covering everyone from service users to key contacts and the leadership of universities and research institutes. In addition to broad surveys, CSC uses targeted questionnaires, user interviews, and workshops to support service development when needed.
“We are grateful for the customer feedback we receive. Also in the future, we want to use all feedback to support data-driven decision-making and customer relations. We are currently developing CSC’s customer intelligence function, where customer feedback plays a key role,” says Mari Riipinen, CSC’s Development Manager, Strategic Collaboration & Partnerships.
Customers are satisfied with CSC’s services and operations
Each year, CSC surveys users of its data management and computing services to collect feedback on the services, the support available, and the overall service benefits and areas for improvement. In 2024, the survey was sent to more than 9,000 service users affiliated with Finnish higher education institutions, research organisations, and companies. A total of 575 users responded. Feedback on CSC’s services was generally positive. The average willingness to recommend the services was 8.8 on a scale of 0 to 10, consistent with previous years’ results (the average in 2023 was 8.7).
In spring 2024, CSC conducted a survey to gather customer organisations’ views on CSC’s digital services supporting teaching, learning, and research, as well as their opinions about CSC’s operations. The survey targeted contacts for 25 different services in universities of applied sciences, universities, and research institutes. In total, 165 contacts responded. Respondents found collaboration with CSC easy (average 4.3 on a scale of 1 to 5) and expressed satisfaction with CSC as a partner (average 4.2).
As part of CSC’s strategy process, CSC commissioned T-Media’s Reputation&Trust study in winter 2023–2024, targeting university rectors and research institute directors. The purpose of these interviews was to gather strategic management perspectives to guide future partnerships and build the capabilities needed for the years ahead. According to the study, CSC’s reputation is on a good level: university rectors gave an average score of 3.6 (on a scale of 1 to 5), while research institute directors gave an average score of 3.9. The results showed a clear improvement compared to the previous study conducted in 2021–2022, indicating that the development efforts have been on the right track.