Customer experience at Ilmarinen
What kind of experiences do our customers have with Ilmarinen? For us, a great customer experience means smooth and effortless service, a reliable partnership, and services developed together with our customers. On this page, our self‑employed and employer customers share their thoughts on Ilmarinen.
What do our customers think of us?
We listen carefully to our customers and measure customer experience on a regular basis.
- Our customers are proven to be the most satisfied corporate customers in Finland
- Trust is reflected in a high willingness to recommend us (NPS 69)
- Customer feedback plays a key role in developing our services
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EPSI Rating 2025
NPS 69 – how many would recommend us
A reliable pension partner – today and tomorrow
FAQ
Join Finland’s most satisfied customers
The easiest way to take out insurance is online. It only takes a few minutes.
EPSI Rating 2025: Ilmarinen has the most satisfied customers
EPSI Rating is an independent, non‑profit research organisation that measures customer satisfaction and loyalty across different industries. Its studies are widely used as an objective benchmark for evaluating customer experience.
According to the EPSI Rating 2025 study, Ilmarinen has the most satisfied customers in the earnings‑related pension sector. The result is based entirely on customers’ own assessments of their service experience. For us, customer experience means:
- smooth and effortless interactions
- clear and easy‑to‑understand service
- trust in everyday situations
That’s why we measure customer experience regularly and develop our services based on customer feedback and verified research results.
Learn more about the EPSI Rating study
NPS 69 – how many would recommend us
We want working with us to be as smooth and reliable as possible. That’s why we regularly measure customer experience using the Net Promoter Score (NPS), which shows how likely our customers are to recommend us to others.
In 2025, our NPS score was 69, clearly above the industry average. This shows that our customers experience our cooperation as reliable and trust‑building – also in the long term.
What does an NPS of 69 mean for you?
When our customers recommend us so strongly, it reflects smooth service and a reliable partnership – even when things are not straightforward.
Ilmarinen 2025: NPS 69
Clearly above the industry average.
What our customers say
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I had to apply for more time to pay my invoice due to sick leave during autumn and winter. It was easy and worked really well, giving me peace of mind. Thank you for the flexibility!
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Great customer service and such a wonderful customer service representative. THANK YOU!
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Taking out YEL insurance was very easy and fast. I was very satisfied – everything was clear, convenient and without unnecessary hassle.
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Always pleasant interactions with Ilmarinen!
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It was very easy and there were a lot of clues. Also English language! I like it.
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I’d like to give special thanks to your phone customer service. I received excellent and highly professional support that felt tailored exactly to my situation. It left me with a really good feeling – thank you!
Key figures
Over 110,000
business customers
NPS 69
high willingness to recommend
Over €66 billion
investment assets managed responsibly
A reliable pension partner – today and tomorrow
When you choose a pension insurance provider, you choose a partner for years to come. We take care of pension security responsibly and with a long‑term perspective – respecting the environment, people and society, and following principles of good governance.
Our operations are based on sustainable thinking and reliable research:
- We invest pension assets in a long‑term and sustainable way
- We support work ability and longer careers
- We produce up‑to‑date research on working life, work ability and economic development. Research‑based insights help us understand current phenomena and support better decision‑making.
- We operate transparently and efficiently for the benefit of our customers
FAQ
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Yes, there can. Even though the earnings‑related pension system is the same for everyone, there are differences in how easy it is to do business, how clear the service is, and how interaction works.
Differences can appear, for example, in:
- how easily you can take care of your matters
- how clearly you are guided in different situations
- how quickly and clearly you receive answers
- how well the services work both digitally and in personal service
For us, customer experience means that things run smoothly and that you can trust you will get support when you need it.
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We measure customer experience regularly and in several different ways. This helps us get a realistic picture of our customers’ everyday experiences.
Our key measures include:- NPS (Net Promoter Score) – shows how likely our customers are to recommend us
- EPSI Rating – an independent study that compares customer satisfaction between different companies
- Customer feedback after each interaction – shows what works well and where we can improve
We use these results to develop our services and follow changes over the long term.
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EPSI Rating shows how customers experience the service as a whole – not just a single interaction.
The study measures, for example:
- trust
- clarity of the service
- how well expectations are met
- overall customer satisfaction
For you as a customer, EPSI provides an independent view of how a company performs in the eyes of its customers compared to others. It helps you understand what kind of service experience you can likely expect.
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An NPS score of 69 means that our customers are very willing to recommend us.
In practice, this shows that:- doing business with us feels smooth
- cooperation is trusted
- the service meets expectations – and often exceeds them
In 2025, our NPS score of 69 was clearly higher than the general level in the industry. This sends a strong message that our customers are satisfied also in the long term.
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Doing business with Ilmarinen is designed to be clear, smooth and predictable.
In practice, this means that you:- handle most matters easily in our digital services
- receive clear instructions and easy‑to‑understand answers
- know what will happen next and when
- get personal support when your situation requires it
Our goal is that pension matters do not burden your everyday life – instead, they are handled reliably in the background.