New report from coeo - Here are Swedes' views on debt collection

New report from coeo: Swedes’ view on payments and debt collection – AI drives improved customer experience

One in four Swedes receives a reminder invoice at least once a year – often due to mistakes. At the same time, many call for more modern solutions and better accessibility to manage their payments and gain greater financial oversight.

coeo, one of Europe’s fastest-growing companies in the debt collection industry, today releases coeo’s Debt Collection Report 2025. The report, produced in collaboration with Novus, is based on responses from 1,059 Swedes and maps out payment behaviors, attitudes toward debt collection, and highlights insights on how AI and digital solutions can enhance the customer experience.

Missed payments often caused by lack of oversight

The survey shows that 45% of Swedes who received a reminder invoice simply forgot to pay it. One in ten states that they struggle to keep track of all their invoices from different providers. In a digital everyday life, where payments are managed via apps and e-invoices, it is easy to miss an invoice.
– “It is clear that many debts arise due to mistakes rather than deliberate unwillingness to pay,” says Pernilla Almström, CEO of coeo Inkasso.

AI enables an improved customer experience

Half of the respondents in the survey consider it important to be able to handle their debt collection cases outside office hours, which highlights the increasing need for modern and accessible solutions.

– “Here we see that AI truly makes a big difference. We can offer faster support, in more languages, and at times that suit the customer,” says Henrik Ask, CCO at coeo Inkasso.

Need for a national debt register

The survey also shows that many Swedes are asking for better financial oversight. A national debt register, similar to the one already in place in Norway, is highlighted as a possible solution to counteract over-indebtedness.

– “A debt register would provide a more complete picture of consumers’ finances by including debts and unpaid claims with collection agencies. It could serve as an early warning system and prevent new loans from being granted to individuals who are already experiencing payment difficulties,” says Fredrik Engström, Chairman of the industry association Svensk Inkasso.

Read the full report

coeo’s Debt Collection Report 2025 provides unique insights into Swedes’ payment behaviors and how the industry can evolve. The report also includes expert interviews on the future of debt collection and how AI can contribute to a more accessible and personalized experience.

Press contact:
Malin Gustafsson
Marketing Coordinator
+46 722 364 876
malin.gustafsson@coeo-inkasso.se