An annual customer satisfaction survey is conducted for users of Niemikotisäätiö’s housing and psychosocial rehabilitation services (excluding Subleasing Services). The survey explores experiences related to service quality, the impact of rehabilitation, and areas for development.
The customer satisfaction survey is an essential tool for improving services. It provides direct feedback from service users on what is working well and where improvements are needed. The results guide development work, help identify strengths, and ensure that services are genuinely developed based on customers’ needs.
In the 2025 survey, the INSPIRE measurement tool was introduced for the first time to assess how recovery orientation is implemented in services.
A total of 386 responses were received. Responses were divided between psychosocial rehabilitation services (247 responses) and housing rehabilitation services (133 responses). A separate survey is conducted every third year for residents of the Subleasing Services.
Services Receive Strong Ratings
Based on the results, service users are generally satisfied with the services. The overall rating for psychosocial rehabilitation services was 4.43 and for housing rehabilitation services 4.08 on a scale of 1–5.
Particularly positive feedback was given to staff performance. In psychosocial rehabilitation services, the average rating for staff performance was 4.57, and in housing rehabilitation services 4.28. Services meeting users’ expectations was also rated highly.
According to the responses, the services support everyday life in many ways. Participation in psychosocial rehabilitation activities was seen as especially important for maintaining daily routines, providing meaningful activities, and supporting social interaction.
Being Heard and Encountered with Respect at the Core
Satisfaction was particularly related to interaction and atmosphere. The most commonly mentioned reasons for satisfaction were:
- the feeling of being heard
- the respectful and person-centred approach of staff
- the positive atmosphere within the unit
- opportunities to meet other people
The results reinforce the understanding that safe and respectful encounters are at the heart of the services.
More Shared Activities Requested
Development wishes particularly highlighted the need for more shared activities and experiences. The most requested activities included city trips, guided nature excursions, as well as different courses and group activities.
In addition, some respondents expressed a desire for more opportunities to influence activities within their unit and for stronger individual support in certain situations.
INSPIRE Introduced as a New Recovery-Oriented Measure
In the 2025 survey, the INSPIRE measurement tool was introduced for the first time to assess how recovery orientation is implemented in services.
What Is INSPIRE?
BRIEF-INSPIRE is a short assessment tool that evaluates, from the customer’s perspective, how well a worker supports their recovery and the building of a meaningful life. It focuses on issues such as whether the customer feels heard, receives hope-inspiring support, and whether their personal goals are taken into account.
BRIEF-INSPIRE-O serves as a comparison measure. It explores how important different areas of recovery are to the customer and how they perceive their own recovery progressing.
Why Was INSPIRE Introduced?
INSPIRE was introduced to enable systematic and evidence-based evaluation of recovery orientation.
Niemikotisäätiö’s goal is to be the best place to recover. Achieving this requires continuous reflection and development of services — INSPIRE is part of this work.
What Results Were Achieved?
The 2025 results indicate that service users feel they receive fairly strong support for their recovery:
BRIEF-INSPIRE: 71.85 / 100
(support received from workers)
BRIEF-INSPIRE-O: 66.74 / 100
(perceived state of recovery)
The results suggest that recovery orientation is implemented quite well in everyday life at Niemikotisäätiö. At the same time, they show that there is still a need for further development.vat siihen, että toipumisorientaatio toteutuu Niemikotisäätiön arjessa varsin hyvin. Samalla ne osoittavat, että kehittämistyölle on edelleen tarvetta.
How Will the Results Be Used?
Next, the results will be examined more closely within the recovery orientation working group. The aim is to identify areas where service users’ experiences are weaker and to further develop services together with staff and service users.
The INSPIRE measurement will be conducted annually in the future, allowing progress to be monitored and the impact of changes to be evaluated.
Recovery orientation is internationally described using the CHIME model shown below.
