Active customer service in emergency conditions

The COVID-19 pandemic led to changes in our customer service. For a significant part of the year, our customer service point in Helsinki was either closed or had shortened opening hours.

As a result, the number of walk-in customers decreased, while at the same time, there was a significant increase in the number of customers using our telephone and email advisory service.

Despite an exceptional year, the professionalism and service orientation of our staff were again highly appreciated. In our customer surveys, the telephone service, chat and customer service point were rated 4.7 for service orientation and 4.6 for professionalism, while overall customer satisfaction was at 4.0 (on a scale of 1 to 5).

Improving accessibility

During 2020, the PRH worked to ensure that its electronic services and websites are accessible to all users irrespective of sensory impairments. The requirement for accessible online services is based on the Act on the Provision of Digital Services.

The PRH audited all its electronic customer and information services, and the required accessibility improvements were carried out during the year or were scheduled for the next few years.

Most of the attachments and forms available on the prh.fi and ytj.fi websites were made accessible by September 2020, the deadline set in the legislation.

Building a chatbot service in Finnish

During the year, the PRH started to build a Finnish-language chatbot service for trade register matters. The chat robot using artificial intelligence will be introduced during 2021.