Matkahuolto Seeks Customer Criticism to Drive Service Improvements

Matkahuolto has initiated an unusual campaign to improve its parcel services by actively seeking customer feedback. The company is openly asking clients and partners to provide direct, critical input to identify areas needing development.

As part of this initiative, Matkahuolto solicited criticism from Valtteri Lindholm of Varusteleka, who previously characterized Matkahuolto as a "difficult, small, and cautious outsider" in the logistics market. Matkahuolto acknowledges its past passivity, stating that both its management and strategy have been renewed. The company no longer intends to merely supplement market leaders but aims to challenge their position.

Matkahuolto clarified details regarding its transport network. Approximately 40–50 percent of parcels are currently transported by bus, with the remainder using trucks. The company operates around 2,000 service points, 1,300 of which offer personal assistance. Furthermore, Matkahuolto has expanded its network of parcel lockers to nearly 700, with 57 percent of the Finnish population residing within one kilometer of a service point.

The company highlighted significant growth, particularly driven by e-commerce parcel volumes. Following a postal strike last year, Matkahuolto gained hundreds of new business clients, and early this year, parcel volume from domestic online stores increased by nearly 60 percent compared to the previous year.

Matkahuolto expresses a strong commitment to enhancing customer experience and service development. The company hopes the campaign will uncover previously overlooked areas for improvement, aiming to provide a "world-class customer experience" for Finnish businesses and consumers. Feedback can be submitted via the company's website at nonono.fi.