Finnlines among the top performers in customer satisfaction – also the most sustainable operator on the Finland–Sweden route
Finnlines ranked among the leading operators in customer satisfaction on the Finland–Sweden route, while customers also perceived the company as the most sustainable operator in the sector. According to the EPSI Rating Maritime Transport 2026 survey, customers are highly satisfied with Finnlines’ services.
On the Finland–Sweden route, the customer satisfaction index rose to 75.9, an increase of 4.2 points compared to the previous year. This represents the largest improvement in the survey. The industry average is also 75.9.
According to the EPSI Sustainability Index, Finnlines achieved a perceived sustainability score of 73.3, compared to the industry average of 71.5. The result reflects customers’ assessments of the company’s long-term investments in a modern fleet and the continuous development of its services.
Over the past year, Finnlines has further developed its services and passenger experience, invested in the digital customer experience and enhanced personnel service training. Onboard services have also been improved based on customer feedback, and additional efforts have been made to strengthen customer communications.
“We have been developing the customer experience in a consistent and long-term manner. The new energy-efficient vessels introduced on the Finland–Sweden route in 2023 and 2024 have significantly enhanced the travel experience, and at the same time we have invested in customer service. The result confirms that we have succeeded in the areas that matter most to our customers,” says Marco Palmu, Head of Passenger Services at Finnlines.
The vessels Finnsirius and Finncanopus operating on the Finland–Sweden route represent a new service concept at Finnlines, combining a high level of service with modern and sustainable technologies.
“We are pleased to see that more and more passengers have discovered the route and our new vessels,” Palmu adds.
Finnlines has made significant investments in sustainability, particularly in energy efficiency, emission reduction and the development of sustainable operating practices. A modern fleet and continuous investments support the company’s long-term efforts towards lower-emission shipping.
Finnlines’ own customer surveys support the results
With the introduction of the new vessels Finnsirius and Finncanopus, both willingness to recommend and the intention to travel again have increased significantly.
In 2025, the Net Promoter Score (NPS) for recommendation reached 78, compared to 68 in 2023 before the new vessels entered service. Correspondingly, the intention to travel again reached an NPS level of 85 in 2025, compared to 57 in 2023.
Based on customer feedback, Finnlines has further developed its services, particularly its restaurant offering. Customer favourites such as Micke’s brunch and the Archipelago Buffet have remained popular among passengers, and a new Bistro Dinner concept was introduced in October 2025.
The upcoming summer season will bring new offerings onboard, from restaurants and the tax-free shop to the entertainment programme. For example, Micke’s à la carte menu has been updated by the head chefs of Finnsirius and Finncanopus and during the summer the Bistro will feature the popular “Weight and Save” concept, where passengers build their own portion and pay according to the chosen amount.
EPSI Rating is an independent, non-profit academic organisation whose analytical model is based on more than three decades of research. EPSI Rating Group is owned by the Swedish Institute for Quality (SIQ), which in turn is owned by the Swedish state.
Further information
Marco Palmu, Head of Passenger Services, Finnlines Plc
[email protected], +358 40 773 4894
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Finnlines Plc
Finnlines is a leading shipping operator of freight and passenger services in the Baltic Sea, the North Sea, and the Bay of Biscay. The company is a part of the Grimaldi Group, one of the world’s largest operators of ro-ro vessels and the largest operator of the Motorways of the Sea in Europe for both passengers and freight. This affiliation enables Finnlines to offer liner services to and from several destinations in the Mediterranean, West Africa, Atlantic coasts of both North and South America as well as Asia and Australia.