Customer satisfaction and quality

Suomenlinna is a good example of an attraction where visitors get a comprehensive experience of the place without necessarily distinguishing one operator from another. This means that good as well as bad customer service will influence the entire visit.

The Suomenlinna group received the QUALITY 1000 diplomas
at the Nordica travel fair Matka 2009.

Quality work at the fortress

In 2008–2009, a total of 12 operators in the travel and tourism business from Suomenlinna, including the Governing Body of Suomenlinna, took part in QUALITY 1000 training organised by Haaga-Perho educational services. The objective of the training was to develop the professionalism, customer satisfaction and personnel satisfaction of the travel business operators in the area. During the training, a quality handbook, orientation guide and a quality network service were produced for each operator.

In addition to the Governing Body of Suomenlinna, the Ehrensvärd Society, Hostel Suomenlinna, JT-Line, Olo Ok, restaurant Café Chapman, the Suomenlinnan Panimo restaurant, restaurant Yläkerho, restaurant Walhalla, Café Bar Valimo, the Suomenlinna Museum, the Suomenlinna Toy Museum and the Viaporin juhlapalvelu event service participated in the training.

Launched in 2001, QUALITY 1000 is a quality programme tailored for operators and companies in the travel industry.

We value customer feedback

The Governing Body of Suomenlinna actively collects feedback from customers of the conference and function facilities as well as visitors to the fortress. Thecustomer satisfaction survey can be completed in electronic form on the Suomenlinna website or in traditional paper form at the Visitor Centre. With the help of the Quality Network, the valuable feedback provided by customers and visitors will contribute to the development and coordination work of Suomenlinna carried out by the Governing Body of Suomenlinna and the monitoring of the quality of the fortress as a destination.