Helsinki receives a lot of feedback
We receive approximately 60,000 pieces of feedback annually through the feedback channel on various topics. Most of the feedback, about 80%, concerns the Urban Environment Division. The most common topics in this feedback are street maintenance, snow removal, and improperly parked vehicles. The next largest recipients of feedback are the Social, Health, and Rescue Services Division, and the Culture and Leisure Division. We always forward the feedback we receive to the responsible entity.
We receive the most feedback on Mondays and the least on Saturdays.
We respond to feedback
We read all the feedback we receive. We strive to respond within a week to feedback where the sender has indicated they wish to receive a response. Immediately after the new feedback service was implemented, response times were longer, but as the processes have become more established, we have managed to shorten the response time from over two weeks to about a week. In 2024, the average response time to feedback was 8.29 days.
If the feedback contains sensitive information, we can only respond if the feedback provider has logged into the service. About 14% of the feedback is given while logged in. In the Social, Health, and Rescue Services Division, this figure is higher, over 40%, reflecting the sensitive nature of the feedback in this division.
We utilize feedback
We utilize the feedback we receive mainly in two ways: through immediate actions and long-term development.
Immediate actions include, for example, repairing a fallen traffic sign or updating texts on the website when we receive information about the problem or error. Residents' feedback is important because it helps us notice and fix issues more quickly.
The goal is to develop Helsinki into a functional and pleasant place for all residents and visitors. Feedback related to the city's long-term development can include residents' development ideas and wishes, as well as recurring feedback on the same topics that lead to broader corrective actions. The feedback contains valuable information, for example, about perceived safety and places important to residents.
Feedback and problem reports are systematically examined, for example, in traffic planning and when planning repairs and purchases for parks and green areas, such as new trash bins or benches. Continuous improvement of services using feedback is an everyday practice throughout the city. For example, in dental care and libraries, comfort, accessibility, and smoother digital services are continuously improved thanks to feedback.