News 11.11.2025

EPSI Rating: Ilmarinen has the most satisfied customers in the pension sector

Ilmarinen’s customers are the most satisfied in the earnings-related pension industry, shows a recent study by EPSI Rating.

The EPSI Rating survey measured customer satisfaction in the earnings-related pension sector for the first time. According to the survey, Ilmarinen’s corporate customers are the most satisfied in the sector. Ilmarinen’s customer satisfaction index was at the top of the list: 71.2 points on a scale of 0 to 100.

The corporate customers who responded to the survey describe Ilmarinen as a reliable and easily approachable partner that carries out its tasks carefully and communicates clearly.

– I am very pleased with these excellent results! We have engaged in long-term cooperation with our customers, and the results speak for themselves, says Esa Jäntti, Executive Vice President of Customer Relations at Ilmarinen.

A reliable and approachable partner

The survey consisted of five areas that build customer satisfaction and loyalty. These areas were image, expectations, product quality, service quality and value for money.

Ilmarinen received the best scores in the sector in all areas as well as for overall customer satisfaction and loyalty. The clearly strongest assessments from customers were given for Ilmarinen’s image (76.1), product quality (76.1) and customer loyalty (73.9).

– Customer satisfaction is about actions, and we want to bring value to our customers in every encounter. The results are already great, and we believe that there is still a lot to achieve, says Jäntti.

Long-term cooperation and building trust

The study shows that Ilmarinen is a pioneer in the field and a builder of long-term customer relationships.  

– Ilmarinen is an excellent example of how long-term customer cooperation and building trust are reflected at the top level of the entire sector. Ilmarinen’s strength lies not only in the smooth functioning of its services, but also in the way it stays close to its customers and ensures that communication is consistent and goal-oriented, says Heidi Laitinen, Country Manager at EPSI Rating Finland.

What is EPSI Rating?

• EPSI Rating is an independent and non-profit academic organisation whose analysis model is based on more than three decades of research.
• The customer satisfaction survey in the earnings-related pension sector was conducted in September and October 2025. A total of 800 respondents took part in the survey, and approximately 200 of them evaluated Ilmarinen in more detail.
• The EPSI model is based on five areas that affect customer satisfaction and customer loyalty. Each area forms an index that is measured by at least two questions.
• Customers assess their experiences on a scale of 1 to 10 based on how much they agree with the statements. For analysis, the answers are converted to a scale of 0 to 100. When the index is below 60, customers are dissatisfied. When the index is 60–75, customers are satisfied and when it is 75–100, customers are very satisfied.
• The EPSI Rating survey examined d customer satisfaction in the earnings-related pension sector for the first time.

More information:

• How satisfied are Finnish companies with earnings-related pension insurance companies? (mynewsdesk.com, in Finnish)