Customer satisfaction remained high

Our customers’ satisfaction with PRH’s services and the service’s compliance with customer needs remained at the customary good level.

For several years, the PRH’s customer service has received special thanks from its customers – also in 2024. The service-mindedness and expertise of customer advisory services received an excellent score of 4.7 compared to 4.6 (on a scale of 1 to 5) in the previous year.

The PRH’s score on the ease of use of online services remained at the level of 4.0/5 in line with previous years, as well as the correspondence of the service offering to the customers’ needs, of which the score was 4.1/5.

In customer feedback, the desired development points are still largely related to the development of online services and websites. In 2025, the reform will be seen both on the prh.fi and ytj.fi
websites and in the Trade Register’s online filing service at ytj.fi.

Overall customer satisfaction 2021–2024

The overall customer satisfaction score is based on the weighted average of customer satisfaction surveys. It remained at 4.0 between 2021 and 2024 (on a scale of 1 to 5).

The popularity of the trade register chatbot increased

Customers contacted the customer service mostly in connection with trade register matters and by telephone. The popularity of the chatbot service, which provides advice on trade register matters, grew clearly and the number of phone calls decreased slightly.

In 2024, the chatbot began to serve an increasing number of customers when the service was added to the prh.fi website as well as to the ytj.fi website.

We continued to develop customer focus

Developing a customer-oriented approach is an important part of our customer-oriented operations. We use a customer-centricity maturity model that helps us evaluate and develop our operations systematically.

In 2024, we developed the maturity model and measurement of maturity level. Read more about promoting customer orientation in our sustainability and responsibility report.

Data breaches increased the number of registration prohibitions

Several extensive data breaches took place in 2024, in which thousands of Finns’ personal data ended up in the wrong hands.

Those subject to data breaches are urged, among other things, to notify the PRH of a prohibition of registration. The number of registration prohibitions filed with the PRH increased strongly during the past year.

A prohibition of registration means that a person may not be entered as the person responsible for a company or organisation in the Trade Register, the Register of Foundations and the Register of Associations maintained by the PRH, without their consent.