User satisfaction survey 2023: satisfaction with APIs remained unchanged, satisfaction with the e-service increasing
11/27/2023This year, the total score of the Incomes Register’s user satisfaction was 3.6/5.
Once again, the users of application programming interfaces (APIs) gave the highest score for the service. However, API users estimated that the performance of the service has decreased slightly.
Satisfaction with the e-service increased in all user groups.
User satisfaction was identified between 4 and 30 September 2023 through an electronic survey sent to the Incomes Register’s customer panels, data users and software companies. A total of 163 responses was received. The survey was conducted for the seventh time.
| Period surveyed |
Total score on a scale |
|---|---|
| Autumn 2023 | 3.6 |
| Autumn 2022 | 3.5 |
| Autumn 2021 | 3.4 |
| Spring 2021 | 3.2 |
| Autumn 2020 | 3.1 |
| Autumn 2019 | 2.8 |
| Summer 2019 | 2.3 |
A survey intended for everyone was published on the website at the same time as the targeted survey. It identified the smoothness of reporting in the e-service. The respondents gave the e-service a score of 3.4/5. A total of 170 responses was given to the survey.
Performance covers the service’s reliability and dependability, while usability rates the service’s appearance and instructions in various situations
API users named the logic of record subscriptions as the weakest feature of the service which reduced the overall performance score. The understandability of error messages was also considered to require improvements, as in last year’s survey. Then again, the service was said to operate quickly and reliably overall.
Users who submit data in the e-service regarded the fact that it was impossibility to learn the use of the service during the first use as the service’s weakest part. This also received the lowest score in the public survey. In addition, a better service timeout solution was requested. In both surveys, the e-service was however considered to be sufficiently quick and easily available when it is needed.
Data users who search for data in the e-service rated the service’s ability to foresee users’ needs and help them use the service as the service’s weakest feature. Data users were also satisfied with the service’s reliability and quickness.
In general, users who submit data also requested the opportunity to enter negative amounts more extensively than at present when making corrections. The current model of reporting amounts as an unjust enrichment and for recovery causes significant workloads in payroll accounting.
Summary of results by user group from the last three years:
| Score given to services on a scale from 1 to 5 | Autumn 2023 | Autumn 2022 | Autumn 2021 |
|---|---|---|---|
| APIs, total score (targeted survey) | 3.8 | 3.8 | 4.0 |
| Usability | 3.6 | 3.6 | 4.0 |
| Performance | 3.8 | 3.9 | 4.0 |
| E-service, customer panels, total score (targeted survey) | 3.7 | 3.5 | 3.3 |
| Usability | 3.7 | 3.4 | 3.2 |
| Performance | 3.7 | 3.6 | 3.3 |
| E-service, data users, total score (targeted survey) | 3.6 | 3.4 | 3.4 |
| Usability | 3.4 | 3.3 | 3.3 |
| Performance | 3.8 | 3.6 | 3.5 |
| E-service, data submitters, total score (survey published on the website) | 3.4 | 3.3 | 3.1 |
| Usability | 3.1 | 3.1 | 2.9 |
| Performance | 3.6 | 3.5 | 3.2 |
Read more about the previous years’ results: