Case Eerika Consulting

Eerika Consulting, which specializes in construction, supervision and construction expert services, stands out for its human approach. After six years of strong growth, it was time to carry out a qualitative customer satisfaction survey, in which we investigated, in collaboration with Rog Partners, what customers truly think of Eerika Consulting.

Company information

Eerika Consulting is a consulting firm founded in 2018, specializing in construction, supervision and construction expert services, helping its clients succeed in construction projects and property management. In renovation projects, the company assists the client from drawing up a project plan to supervising the renovation project and the warranty period. In new construction projects, the company's role is to act as a construction supervisor and an expert for the housing company or property owner in warranty and liability matters.

Eerika Consulting's experts have extensive expertise, an uncompromising attitude towards protecting the client's interests, and a solution-focused approach to moving the project forward.

Goal: Ensure a consistent customer experience

Since the company was founded, Eerika Consulting has emphasized people-orientedness as its core strength. The operations are guided by expertise, collaboration skills, the best people and a good reputation. Having quickly grown into a company with a turnover of over four million and employing over 30 people, Eerika Consulting wanted to reliably verify how the customer experience is displayed and what strengths or areas for development the company has in the opinion of its customers. Rog Partners was selected as a partner.

“From the first meeting, we knew that we wanted to proceed with the survey with Rog Partners! Essi had such good insights and clear expertise in designing customer surveys. It made an impression, and Essi's cheerful and cheerful style immediately gave us confidence that customers would definitely enjoy the interview conducted by Essi,” says Eerika Hyry, CEO of Eerika Consulting.

“Although our industry was foreign to Essi, he was able to understand the basics incredibly quickly, elicited a lot of useful information in interviews, and was able to report to us on the right and important things,” continues Hyry.

Results: Exceptionally high NPS and reinforcement of good reputation

The project was implemented in November–December 2024, and the response rate to the telephone survey was exceptionally high. "Essi managed to get significantly more customer interviews scheduled than we ever expected," says Hyry.

Eerika Consulting's NPS score was an impressive 80, which is classified as an excellent result. The company received confirmation that its reputation in the industry is strongly positive, and recommendations have a significant impact on attracting new projects. Special praise was received for its communication and human-friendly approach. Respondents mentioned that it is important to be clear to residents and decisive in contract negotiations. All respondents felt that the needs of housing companies have been taken into account in both the design and implementation of services.

Based on the results, a clear report was prepared, after which a debriefing and development workshop for the entire company was planned with the management team.

"The staff enthusiastically participated in the discussion of ways to improve customer satisfaction, and Essi's presentation received a lot of praise. Overall, the cooperation with Rog Partners was very smooth and pleasant," Hyry says.

Eerika Consulting's results were excellent on all metrics, and all respondents would choose the company again. In the future, the company can repeat the survey annually and monitor how quality and customer experience develop as the company grows and the number of projects increases.