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A total of 118 customers responded to the Spring 2026 Customer Satisfaction Survey, and the message was clear: collaboration with INNA works well and continues to develop in the right direction. CEO Minna Toiviainen comments on the key findings.
The annual customer satisfaction survey was conducted as telephone interviews during April and May 2026 in collaboration with our long-standing partner, Rog Partners. The interviews reached 83% of INNA’s customer base.
The results improved across nearly all metrics compared to the already strong results achieved the previous year. In service-specific evaluations, positive responses increased by approximately 10 percentage points overall compared to 2025.
Flexibility Sets INNA Apart in the Market
The strongest individual theme that emerged from the survey was flexibility. When customers were asked what differentiates INNA in the market, flexibility was mentioned more frequently than any other factor, closely followed by a proactive and initiative-driven approach. Many customers described INNA as approachable and people-oriented rather than corporate and distant.
The development is also reflected in the numbers: 92% of respondents agreed with the statement, “INNA operates flexibly and responds quickly to changing situations and needs,” compared to 64% in 2025.
Speed and flexibility: if invoices need to be processed on the same day, it always gets done.
For Toiviainen, the result came as no surprise.
“Agility and flexibility are our unique strengths. For example, we recently had a situation where a customer presented a request on a Wednesday, and we were able to implement it the following week. We are not rigid – our ability to adapt to change is something we take great pride in.”
She emphasizes that responsiveness is driven by a clear purpose.
“Our job is to ensure that our customers succeed. Everything starts from that.”
Trust Is Built Through Actions, Not Promises
Particularly encouraging was customers’ perception that working with INNA’s team is easy and smooth. This was the view of 98% of respondents, up from 91% in 2025. In addition, 97% considered INNA’s operations professional, compared to 94% the previous year.
“We have excellent foundations for successful service delivery when collaboration is enjoyable and matters are handled by professionals,” Toiviainen summarizes.
Reliability also emerged as a particularly strong theme throughout the interviews. Customers praised INNA for keeping its promises, meeting deadlines, and maintaining a low threshold for communication. Things simply get done. Financial administration, accounting, and invoicing were also recognized for their efficiency and accuracy.
Several respondents highlighted individual key team members by name, describing their expertise as the backbone of the service. Customer evaluations improved in this area as well. One respondent described the best aspects of the collaboration as follows:
Accessibility and reliability, taking responsibility. Nothing is hidden if issues arise. Mistakes are acknowledged, and people act with integrity.
Toiviainen directly links the customer experience to INNA’s internal culture and way of working. According to her, successful customer relationships are built on how people work together within the company.
“We genuinely enjoy working together. Many people who have joined us from elsewhere have commented on how straightforward and positive the atmosphere is here, and how everyone is always willing to help. You can ask for support, and you will receive it. That professionalism and teamwork are visible to our customers as well,” reflects Minna Toiviainen, CEO of INNA Finland.
Customer Feedback Drives Continuous Improvement
Alongside positive feedback, customers also provided concrete suggestions for development. Some would like to see even greater proactivity and more initiative-driven recommendations. The foundation for this is already strong: around two-thirds of respondents agree that INNA actively proposes improvements and solutions, and many specifically identified this proactive approach as one of INNA’s strengths.
“Development is a continuous process for us, and many of the best ideas come directly from our customers. For example, the dynamic rental pricing solution we launched last year provides customers with better market insights and streamlines the process by allowing rental rates to be approved directly within the system,” says Toiviainen.
Customers also highlighted the INNA Insight portal as a successful initiative. According to Toiviainen, the direction is clear: INNA will continue to strengthen its advisory capabilities and data-driven services in line with customer needs and expectations.
Thanks to Our Customers and the INNA Team
The high response rate and improved ratings represent a shared achievement for both INNA and its customers. We extend our sincere thanks to every customer who took the time to participate and provide valuable feedback. Their input helps ensure that our development efforts move in the right direction and provides meaningful feedback for our personnel as well.
“I would also like to thank every member of the INNA team who works every day to support our customers’ success. I am extremely proud of our company and our people. The determination to succeed is strong, and the drive to become even better is built into who we are. This gives us an excellent foundation for the future.”
