Customer experience survey 2026: Higher overall score, but up-to-dateness of data still a challenge
11/5/2026We conducted a customer experience survey on the Positive credit register in September 2026. We received a total of 321 responses to the survey – thank you to all respondents!
As a whole, the respondents find the register functional and reliable, but, in the same manner as last year, continue to hope for improvements to the up-to-dateness of data, in particular.
We conduct the survey annually
This was the second time we conducted the annual customer experience survey on the Positive credit register. In other words, this time we were able to compare the results of the survey with last year’s results. Based on the survey responses, we were given a total score of 3.7/5. The score rose by 0.2 points from last year (2025 score 3.5). As mentioned above, a total of 321 people responded to the survey. This represented a major drop from last year when the number of respondents was 584.
We carried out the survey electronically between 1 and 30 September 2026. The survey was open for respondents on our website, via our newsletters and at our stakeholder events. Of all respondents, 291, approximately 91%, were private individuals (in 2025: 93%). 26 of the respondents, about 8%, were data notifiers and users. Public authorities and credit information companies accounted for 1.6% of the respondents.
Public authorities most satisfied customers; the assessments of private individuals improved
The public authorities gave the register the best overall score: 4.1. The data notifiers 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 a score of 3.8 (a drop of 0.1 from last year).
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: 3.9
- The Positive credit register is easy and efficient to use: 3.8
- The data in the Positive credit register is reliable, and the system has functioned without any issues: 3.4
- The Positive credit register helps me handle my affairs when I need it: 3.7.
Even though, again, the most critical assessments of the register were given by private individuals, at 3.5, the total score they gave rose by 0.5 from last year’s 3.0.
The register is easy to use, but the up-to-dateness of data remains a challenge
In their feedback, private individuals particularly praised the register for the fact that it compiles the credit data in one place where it can be easily found. Like last year, they gave critical feedback on the following issues: outdated or already expired loans are displayed in the register, and lenders do not update or correct erroneous information without delay. In addition, the lack of income data on self-employed individuals on credit register extracts and its impact on access to credit were highlighted as a significant deficiency, in the same way as last year. As a result, lenders do not get a true overall picture of the customer’s financial situation.
Our instructions are mainly clear and easy to understand
Our e-service was described as easy to use, clear and fast. On the other hand, some considered navigating the user interface and finding instructions difficult. Respondents also hoped that the essential data would be displayed in a clearer manner. Our instructions were mainly considered clear and easy to understand. However, some respondents experienced challenges with finding the instructions and understanding the concepts used. The feedback indicated, for example, that the impacts of setting a voluntary ban on credits and giving the consent related to it are not described sufficiently clearly in our e-service.
People are interested in their own loan situation
62% of the private individuals who responded to the survey had used the e-service of the register to view the details of their own loans, while 44% of the respondents had viewed their own credit register extracts. Based on the requests for the extract sent by using Suomi.fi messages, 45% of the respondents had visited the service to view their own extracts.
The most common reasons people gave for using the service were that they wanted to get a better overall picture of their own loans and to find out whether their loan details in the register were correct and up to date. People are also viewing the data, for example, when applying for a new loan or comparing banking services.
Credit ban against identity theft
Users can set a voluntary ban on credits for themselves in the register’s e-service. When setting a credit ban, the users are asked why they are setting the ban. The vast majority of respondents (88%) had set a ban to prevent the risk of identity theft and to safeguard their own data. About 6% of the respondents use the credit ban to manage their own finances. The remaining 6% chose “other” as the reason for setting the credit ban, as they, for instance, suspected that someone could misuse their data or wanted to better manage how their data is used.
Wishes for improvements unchanged
We received a total of 146 open responses to the question if the respondents had spotted any development needs in the register or had any wishes for improvements. We have gone through all the responses and proceed with the proposals that seem worth developing.
Like last year, the reoccurring wish for improvement that cuts across different themes was related to how the income data of self-employed individuals is displayed in the register. Based on last year’s feedback, we have made changes to the register, for example, in the way income data is displayed on credit register extracts. In addition, we have continued to remind lenders that they must also consider the data on applicant’s other income in their credit granting processes.
The wishes presented in the feedback included, among other things, a mobile application and a clearer display of the essential data in the e-service. Like last year, many responses also highlighted the need to keep the data up to date and to update changes faster. Another recurring theme was the need to speed up the correction of erroneous data. Feedback on defects and errors in data and their slow updating is valuable information to us. Based on the feedback, we can remind lenders to better comply with the deadlines and to correct any errors without delay, as we have instructed them to do. If necessary, we can also monitor the lender’s activities more closely if we suspect them of regular violation of the instructions.
We will continue to develop the register
Based on the results, people mainly have a positive view of the register’s operations and the use of its e-service. The key wishes for improvements concerned the data reported by lenders and the lenders’ activities in assessing the data in the register or in correcting errors.
We want to thank all those who responded to the survey. We will actively use the responses given in the survey to develop the positive credit register’s e-service, websites, instructions and customer communications to improve the customer experience.