Customer experience survey 2025: The Positive credit register is considered reliable, but its usability would need improvement

We conducted the first customer experience survey on the Positive credit register in September 2025. We received a total of 584 responses to the survey – thank you to all respondents!

Based on the survey responses, we were given a total score of 3.5/5.

The data submitters and users, i.e. lenders who report the data to the register and use the data from the register in their lending processes, gave the register the highest score: 3.9. On the other hand, private individuals were more critical about the register in their assessment. The overall score given by them was 3.0. Based on the open answers, the factors that lowered the score of private individuals included, in particular, incorrect or outdated data reported to the register by lenders and the impact of the register on the access to credit by self-employed individuals.

As a whole, the register is considered functional and reliable, but the respondents hope for improvements to the up-to-dateness and usability of the information, and clearer instructions.

Survey to be conducted annually in the future

We now conducted the customer experience survey for the first time. The survey gave customers an opportunity to express their opinions on the Positive credit register, its functioning and possible development needs. The survey was open on our website from 1 to 29 September 2025. We also reported on the survey in our newsletter and sent the survey to our stakeholders in a targeted manner. We received a total of 584 responses. 93% of the respondents were private individuals, while the remaining respondents were lenders, credit information companies and public authorities. We also received open responses and feedback, totalling 738 comments.

We will take all responses and feedback into account when developing the register and its e-service further. Our goal is to ensure that our register operates without disruption and that the information in the register is up to date and reliable. This way, we can provide private individuals with a reliable and up-to-date view of their own finances and lenders with reliable information to support the test for creditworthiness.

The register helps with financial management – outdated data is a challenge, though

The respondents praised the register for the fact that our e-service provides them with a clear view of their own loans at a glance. This helps them manage their own finances. They can, for example, cancel any unnecessary credit cards, which they did not even remember they had. On the other hand, there may have been some outdated or already expired loans among those displayed. Having them removed with lenders was sometimes considered laborious and challenging.

In the survey, customers responded to the following statements on a scale of 1 to 5.

• I am able to manage my affairs through the Positive credit register: 3.7
• The Positive credit register is easy and efficient to use: 3.3
• The data in the Positive credit register is reliable, and the system has functioned without any issues: 3.5
• The Positive credit register helps me handle my affairs when I need it: 3.5

The basic functions of the register are mainly considered functional and reliable. However, we received development requests related to improving usability, clarifying the instructions and keeping the information up to date. For example, when using our e-service, people hoped for more detailed instructions on what to do and who to contact if you notice any errors in the details of your loans. The use of the voluntary ban on credit could also be clarified.

The user support works well, but there is room for improvement in how to find the instructions.

The services are easy to use as long as you know where to start. For a first-time user, the instructions could be more clearly visible.

In their feedback, people also hoped that the log-in and various instructions would be easier to find. This had posed challenges especially for new users. The open comments also praised the quality and expertise of the customer service, although sometimes getting in touch with our specialists had posed challenges.

When you get through to the customer service, the help provided is friendly and proficient.

I sent a question through the website and was positively surprised by how quickly it was answered.

Development continues

Although the overall tone of the feedback was positive, many also highlighted areas for development. The up-to-dateness of the data and, in particular, the process related to possible errors and correcting them should be clarified and speeded up. We have, therefore, informed the lenders about the matter and reminded them about the importance of the accuracy of data and the deadlines. We will continue to work on this matter.

We are also constantly developing our website and our e-service. Some of the new content people hoped for is already available on the website. Furthermore, for instance, functionalities to facilitate logging in to the e-service are under way. In addition, improvements are being made to how a voluntary credit ban is set and the related instructions. We are also clarifying the way our e-service is displayed.

Another matter highlighted in the critical feedback was the situation of self-employed individuals. Several self-employed individuals felt that the register unfairly affects their access to credit:

The self-employed individuals’ income data. It cannot be that difficult to display the taxable income. If you’re self-employed, it is impossible to buy anything by hire purchase, for example. The system multiplied the challenges a self-employed individual faces when trying to obtain financing.

I’m a sole trader and my displayed income is zero even though this is not the case. I cannot pay anything using Klarna, pay veterinary expenses in instalments or buy a car because I “don’t have any income”.

We strive to improve the situation of self-employed individuals in many ways, such as through stakeholder collaboration. In addition, we will continue to remind lenders that, especially when dealing with self-employed individuals, they must also check the loan applicant’s income from sources other than the credit register extract. The Government has also taken the situation of entrepreneurs into account and proposes changes to the situation in its employment package.

We want to thank all those who responded to the survey. We will actively use your responses to develop the Positive credit register and improve the customer experience.