News 2.11.2026

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

According to the latest EPSI Rating survey, Ilmarinen has the most satisfied customers in the earnings-related pension sector. We ranked first among both employers and self-employed persons.

Ilmarinen has the most satisfied customers in the earnings-related pension sector again this year. On a scale of 0 to 100, customer satisfaction among our employer customers was 77.8, while self-employed customers gave us a score of 70.9.

A clear lead among employers

Ilmarinen’s employer customers are clearly the most satisfied in the sector. Our result is 8.7 points above the sector average. Ilmarinen received strong ratings from employers for areas including service quality, image and value for money. Customer loyalty was also clearly above the sector average in this group.

Self-employed customers are also the most satisfied in the sector

The differences between pension companies were smaller among self-employed customers, but Ilmarinen ranked first in customer satisfaction in this group as well. Customer loyalty among our self-employed customers was above the sector average, and fewer customers than average were considering switching provider. Ilmarinen stood out particularly for making it easy and effortless to be a customer.

“Ilmarinen’s top ranking in both categories is clear evidence that the company has succeeded in creating real value for its customers. The experience of employer customers is particularly impressive: Ilmarinen clearly stands out in the sector for value for money, service quality and reliability. It is no longer just about managing insurance, but about how well the company serves its customers. Ilmarinen is setting the standard for the entire sector,” says Heidi Laitinen, Country Manager of EPSI Rating Finland.

Long-term work to build trust

At Ilmarinen, customer satisfaction is a shared responsibility across the company and the result of long-term work.

“Our customers’ experience is shaped by the work we do together across Ilmarinen. This includes every customer interaction as well as the development of our services, processes and systems. The survey results confirm that we know how to create value for our customers. The more our customers use our services, the more satisfied and loyal they are,” says Ilmarinen’s EVP, Customer Relations and Channels, Esa Jäntti.

What is EPSI Rating?

• EPSI Rating is an independent, non-profit academic organisation. Its analytical model is based on more than three decades of research.
• The EPSI model covers five areas that influence customer satisfaction and customer loyalty. Each area forms an index measured using at least two questions.
• Customers rate their experiences on a scale of 1 to 10, based on how strongly they agree with a series of statements. For analysis, the responses are converted to a scale of 0 to 100. A score below 60 indicates dissatisfied customers, a score of 60–75 indicates satisfied customers, and a score of 75–100 indicates very satisfied customers.
• The customer satisfaction survey for the earnings-related pension insurance sector was conducted in September and October 2026. A total of 800 people responded to the survey, and approximately 200 respondents provided a more detailed assessment of Ilmarinen.