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We are working to improve the customer experience

In line with our vision ‘Excellent customer experience – best authority services in collaboration’, the customer must be at the core of all our operations.

In 2021, we examined what customer orientation means at the PRH today and determined our strengths and areas where there is room for improvement. The setting up of our customer experience team, which will coordinate the development of customer orientation at the PRH, was also underway.

Read more about how the PRH and other agencies work to enhance customer experience.

High level of customer satisfaction

The professionalism and service orientation of our staff again attracted a great deal of positive feedback even though Finland was experiencing the second successive year of exceptional circumstances.

We conduct a survey among PRH customers each year to gauge their satisfaction with our services. Overall customer satisfaction remained at previous year’s levels, at 4.0 (on a scale of 1–5), and the professionalism and service orientation of our personnel again received high marks. Our telephone service, chat and customer service point were rated 4.6 for both professionalism and customer orientation.

COVID-19 epidemic forced the PRH to cut back on customer service

The COVID-19 epidemic again impacted our customer service in 2021. Our customer service point in Helsinki was either closed or had shortened opening hours. As a result, the number of walk-in customers was halved compared with 2020. There was also a significant reduction in the number of customers using the telephone service.

During 2021, we made preparations for a booking system for our customer service point.

Chat robot provides advice on trade register matters in Finnish

In autumn 2021, we launched a Finnish-language chatbot service providing advice on trade register matters on a 24/7 basis.

The chatbot answers questions about general trade register questions and refers the customers to our website for further information. On weekdays during business hours, customers are also referred to our customer advisors.

Our Finnish-language chatbot has been able to give answers to more than 80 per cent of all questions about the Trade Register sent to it.