At Helsinki Region Environmental Services Authority (HSY), continuous improvement of digital services is more than just a goal, it’s a necessity. For Arttu Huittinen, Development Manager in HSY’s Customer Relationships and Communication department, understanding customer experience plays a vital role in shaping their online platforms.
That’s where Feedback by Askem comes in.
“I recommend Askem to everyone who works with websites or transactional services and wants to gain real insight into the customer experience,” says Huittinen. “We wanted to gather feedback directly from our users. What’s working well, what could be improved. But there simply wasn’t a suitable tool available before.”
Initially introduced on HSY’s main website, Askem was later expanded to their e-service platform as its value became clear. The tool enabled the team to collect detailed feedback on how customers use different features, what they appreciate, and where they encounter issues. In addition to direct comments, Askem also provides data on visitor numbers and how users interact with various pages.
According to Huittinen, the results have been overwhelmingly positive.
“We’ve received a lot of useful feedback and new ideas. Customers pointed out areas that weren’t as user-friendly, and this helped both me and our administrators decide what to prioritize next,” he explains. “It’s especially useful that Askem aggregates open feedback and uses AI to summarize it, so we get a clear picture of what people are talking about and what ideas they might have - fast.”
Thanks to Askem, HSY has been able to make continuous, data-driven improvements to its digital services. Huittinen believes that without it, the user experience would have stagnated.
“If we hadn’t used Askem from the beginning, our services would likely have remained the same and the same issues would have kept recurring. With Askem, we’re able to identify and solve problems early.”
For organizations aiming to stay responsive to user needs, HSY’s experience with Askem is a powerful example of how feedback-driven development can create better services for everyone.
Want to hear it straight from the source?
Watch the full interview with Arttu Huittinen below and learn how HSY is using Askem to gather real-time feedback, drive continuous improvement, and build digital services that truly meet customer needs.
