The Positive credit register website earns praise for clarity, up-to-dateness and usability – development will continue

In June, we conducted a customer survey on the Positive credit register website. Based on the survey, people find our website clear, easy to use and its content easy to understand. However, development targets were also found, especially as regards the register’s data content and its up-to-dateness. We want to thank all respondents – your answers will help us continue to develop our website in the future!

Survey to be conducted annually in the future

We now surveyed user experiences of the Positive credit register website for the first time. In the future, we will conduct the survey annually. By responding to the survey, customers were able to share their views on our website and assess, among other things, the structure, ease-of-use, clarity and layout of the website. The survey was open on our website from 11 June to 29 June 2025. We also told about the survey in our newsletter. We received a total of 491 responses to the survey. 97% of the respondents were private individuals. We also received open responses and feedback from 348 respondents.

We will take all feedback into account in the further development of the website and, if necessary, in the development of our e-service as well. Our goal is that our website would serve all user groups as well as possible and that our e-service would provide a reliable and up-to-date view of the management of an individual’s own finances.

Our website is clear, and easy to use and understand

The register website earned a lot of praise from users in a recent customer survey. The website was considered clear, reliable and up to date – and, above all, a useful tool for everyday life. Based on the feedback, the strengths of our website include, in particular, the clear layout and language of the website as well as its ease of use, the usefulness of the website in managing one’s own finances and the reliability of data.

“The information I needed was easy to access and clearly written.”
“Clear and easy to read. The pages are easy to use.”
“Good instructions and clear pages. The service is easy to use.”
“The website is simple and clear.”

In the survey, our website received a total score of 7/10, with the median being 8. Approximately 60% of the respondents gave a score of 8 to 10 to our website, which is a very good result. In the survey, customers also responded to the following statements on a scale of 1 to 7. Each statement is followed by the average score for it.

• The website has a clear structure: 5.4
• Navigating the website is easy: 5.4
• Finding information: 5.3
• Text comprehensibility: 5.4
• Pleasant layout: 5.3
• Managing affairs successfully: “I was able to manage my case”: average 5.3

Our e-service is useful – concerns with up-to-dateness of information

Our e-services were found to be clear, easy to use, functional and up to date. Many thanked our service for displaying all their own data at once and for the quick updating of data. The ease of setting and removing voluntary ban on credits was also highlighted.

“It’s good to have all the information related to my own loans in one place.”
“Setting and removing voluntary bans on credits is easy.”

However, the feedback also highlighted targets for development related to our e-services and the data content of the register. Users hoped that the information would be updated in our e-services more quickly. For example, according to the feedback it takes quite a long time to delete expired loans and have any incorrect data corrected:

“The loans are not updated quickly enough.”
“For some lenders, it takes quite a long time to remove data on loans that have already been paid out.”

Lenders find the website clear and the register useful

Lenders also highlighted the clarity of the website and high quality of the content. They hoped that customers would visit our website more often. On the website, information can be found easily, clearly and in an understandable format:

“In general, texts aimed at both lenders and customers are written in a language that is easy to understand for the target group. It is a pity that very often customers come to ask the bank’s customer service about matters that are really well explained on these pages in the customer’s own language.”

Like private individuals, the lenders also highlighted the data content of the register and the smooth running of our service. The register is considered useful, as we provide lenders with an overall picture of the customer’s financial situation. This facilitates the risk management of lenders and improves the quality of credit decisions.

What's the next step?

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. The situation of self-employed individuals was also highlighted in the feedback. Many self-employed individuals considered the impact of the register on their access to credit to be unfair:

“I would develop the service as regards self-employed individuals; it makes it more difficult to finance a company. Because the register does not show the company’s income to lenders, which is quite an important matter.”

We strive to improve the situation of self-employed individuals through, for example, 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.

We will continue to develop our website content. We will, for example, add more detailed information on the deadlines for removing loans. We will also provide clearer instructions to private individuals on how to act if they detect errors in their data. At our stakeholder events, we will also remind lenders to comply with the deadlines.

Thank you again to all respondents. Your feedback is useful and helps us improve our website and register.