Customer satisfaction with LRC’s services for authorities is excellent – feedback will be taken into account in website development
The Legal Register Centre once again got excellent scores for its customer satisfaction survey in 2023. Feedback was requested from both citizens and the authorities we cooperate with. The Legal Register Centre’s customer service personnel were praised for their friendly attitude and high level of expertise.
The Legal Register Centre’s Information Service consists of register, enforcement and data management services. Customer service is especially important in register and enforcement services. In addition to our electronic service, we serve citizens and authorities by telephone, email and letter. Customers contact us about ordering extracts from our registers or about the payment of fines and other penalties.
In 2023, the LRC received approximately 53,000 phone calls during office hours, and our customer service answered roughly 3,000 calls per month. Since 2018, we have been collecting feedback from our private customers with a text message survey sent after calls, asking the customer to rate the service on a scale of 1–5.
Customer satisfaction has remained excellent from year to year. Last year, 87.5% of customers gave our customer service a score of 4 or 5, which was also the case in 2022.
Good cooperation with authorities
The authorities working with LRC were also satisfied with their service. We received 391 replies to our customer satisfaction survey for authorities, and our average rating stayed at a good level at 4.1/5.
The duties of the LRC in its administrative branch include keeping registers and enforcing fines and other sanctions. The LRC’s duties also involve exchanging information both internationally and between ministries.
”We regularly measure the satisfaction of other authorities with our service and monitor the trends in our ratings. The survey gives us valuable feedback from our partners, and we use that feedback to further develop our operations”, says Branch Director of Information Services Teemu Mikkola.
e-Service a major channel
Our customers have adopted the LRC’s electronic service in satisfying numbers. Customers can use the electronic service for purposes such as ordering extracts from the criminal records and checking their payment balances. The service can be used by individuals and the authorised representatives of companies alike.
In 2023, the e-service of the LRC was used by 21,600 visitors per month on average, which means an increase of 30 per cent from the previous year.
”We encourage our customers to use the e-service, available at all hours no matter where you are located. Going forward, we will develop our e-service and expand its service offering even further”, Mikkola says.
As a rule, extracts ordered through the electronic service are only delivered electronically and not in the mail. Decreasing the use of paper and postage reduces our environmental footprint and saves on costs.
Data exchanges between registers also grew
The exchange of data between registers is also a key task of the LRC’s Information Services, one which has increased significantly in Finland and within the EU in the past year. Data can be retrieved from some of the public registers maintained by the LRC through the open internet without logging in.
For example, a total of 8,284,000 queries of the public insolvency register were made in 2023. This represents a tripling of searches from 2022.
The EU exchanges of criminal records data also grew by 30 per cent from the previous year. In 2023, Finland exchanged a total of 21,900 queries or notifications regarding criminal records with the central authorities of other EU Member States and the United Kingdom.
“As the register authority, the LRC has a major role in improving security both domestically and in the EU. Data from our registers is extensively used when assessing the reliability of individuals and examining the conditions for entry. In the future data can be used also in connection with border checks “, says Mikkola.
Digital service development continues
Development of the LRC’s operations continued in the digital service development programme in 2023, and the work continues. The focus of development was on electronic services and improving the customer experience. We have already sought to improve the customer experience by means such as introducing Youtube-video tutorials for our services.
We will continue clarifying our instructions also by developing our website content.
In the autumn of 2023, the LRC began an update and clarification of our web content on registers, fines and payments, so that our customers can easily find the information they need and enjoy a smooth electronic service. Content development is carried out in cooperation with Noon Kollektiivi, a specialist in public and social communications. The updated website and its translations will be published in 2024.
Read more:
The Legal Register Centre’s 2023 financial statements (in Finnish)