We regularly survey our customers’ satisfaction with our services, our product range and our manufacturing processes. Our blog post provides an insight into the results of our latest customer satisfaction survey.
Kuusamo Log Houses experiences – our survey has once again provided us with valuable information about our customers and their experiences. Our company’s ambition is to develop our operations, services and product range into an even better whole. This cannot be achieved without the most important element of all – you, our valued customers!
For this reason, we once again conducted an extensive customer satisfaction survey, which was completed this spring. Kuusamo Log Houses experiences – our customer satisfaction survey is based on our Finnish customers between 2018 and 2020 and serves as a follow-up to a similar survey conducted in 2018.
The survey was carried out on our behalf by the consultancy and research firm Innolink via an email questionnaire and telephone interviews in spring 2021. We received an impressive 535 responses.
Kuusamo Log Houses experiences – a summary of the survey
In this section of our blog post, we summarise the key findings of our 2021 customer satisfaction survey.
Our company received an overall rating of 8.4 on a scale of 4–10 from respondents. According to the open-ended feedback, we were most commonly chosen for our good value for money, price, good range of models, floor plans, local presence, recommendations and the Kuusamo Representatives’ excellent service.
Kuusamo Log Houses experiences:
- 98% consider Kuusamo Log Houses’ reputation to be very good or fairly good
- 86% would consider Kuusamo Log Houses again as their supplier if they were currently making a choice
- 84% of respondents considered several suppliers
- 76% have already recommended or would be willing to recommend Kuusamo Log Houses to others
- 61% of respondents felt their impression of Kuusamo Log Houses had remained the same during the project (17% felt their impression had improved and 17% felt it had worsened).
Where was information about Kuusamo Log Houses primarily sought
With regard to information seeking, the responses particularly highlighted the internet, brand awareness, recommendations and various events.
In line with current trends, the internet was the primary source of information about us. It is worth noting that a significant proportion of respondents were already familiar with us or ended up finding out about us following a recommendation from a friend or acquaintance. These three options were clearly highlighted in the responses. The fourth most common source of information about Kuusamo Log Houses was trade fairs or other events.
Which three factors had the greatest influence on your decision (select the three most important)
To summarise the “three factors that most influenced the decision”, it can be said that our strength lies in our expert representatives. Expertise, in particular, involves an understanding of the specific characteristics of log construction. Expertise comes through experience. The vast majority of log houses are customised and designed by us to meet individual needs, meaning that experience plays a key role when making choices in the early stages of the project. The choices made during the sales process and good design and planning also have a significant impact on the price of the log house.
The adaptability of the building, the quality of the logs and the overall smoothness of the collaboration play a significant role in the responses.
- Price (47 %)
- The representative’s expertise (36 %)
- Overall smoothness of cooperation (34 %)
- The building’s adaptability (34 %)
- Quality of the timber (33 %)
- Variety of the range (22 %)
What do respondents consider to be the best feature of the building they purchased?
We asked respondents to describe in their own words what they consider to be the best aspect of the log house they purchased. In addition to quality, the responses highlighted, in various terms, the logs, the model, adaptability and individuality, as well as the overall feel of the building. Below are some examples of the responses.
- Large windows and spaciousness
- The overall look
- Distinctive design
- Our own model, everything went smoothly, everything we wanted was possible
- Dimensional accuracy
- Model and log quality
- The overall package, the general feel of the finished building.
- A house package exactly as I wanted
- Everything
- The fact that it was built according to my drawings
- The quality of the timber
- The light, the scent of the wood
- The floor plan
- The design of the house – we got exactly what we wanted.
- We were able to influence the floor plan, the logs were of good quality and everything went relatively smoothly overall.
Kuusamo Log Houses experiences: examples of open-ended responses
Below are excerpts from the open-ended feedback in our customer satisfaction survey in response to the question: “Why did you choose Kuusamo Log Houses?”
“The face-to-face sales process was very thorough and plenty of time was set aside for it. The price was also competitive in relation to our initial expectations.”
“Because of the best range of models”
“Value for money; they were able to implement our own designs”
“The house package and floor plan that suited us best”
“We fell in love with the Nuuna model. Nuuna’s layout and windows/lighting suited us perfectly. The ability to customise Nuuna to suit our needs was also an important factor.”
“In Kuusamo’s case, the first contact was made directly with Kuusamo via an online form, and the response was friendly and helpful. I decided to choose a company that showed an interest in winning me as a customer.”
We believe that our company can improve its operations and services in the long term, as the world of log construction is not yet complete. Finally, a humble thank you to all of you who took part in our customer satisfaction survey and/or provided valuable feedback on our work in other ways.
