User satisfaction with the Incomes Register is the highest among users of APIs

12/21/2021

The Incomes Register’s total user satisfaction score was 3.4.

Satisfaction was surveyed between 8 October and 5 November 2021. We sent out questionnaires to customer panels and data users. For the second time, the survey’s respondents included submitters and users of benefits payment data. We received 134 responses.

We have now repeated the survey five times, working with constant groups of respondents. General satisfaction with the Incomes Register has increased steadily as the register’s development and use have progressed.

User satisfaction surveys and general scores on years 2019–2021
Period surveyed

General score, on a scale
from 1 to 5

autumn 2021 3.4
spring 2021 3.2
autumn 2020 3.1
autumn 2019 2.8
summer 2019 2.3

Once more, satisfaction was the highest among those who use the Incomes Register through an interface. Satisfaction with the Incomes Register has improved among the respondents, both for usability and performance. At present, the register’s API interfaces are the most popular way to submit and receive data: as many as 74% of the payers of income have relied on the APIs when submitting reports.

‒ We think it is great that compared to the previous survey, our interface users are now significantly more satisfied. Reports submitted through the APIs represent more than 96% of all reporting. If the payer organisation begins using our APIs, the process of paying out wages and the reporting can be fully integrated with one another, explains Terhi Holmström, Head of the Incomes Register Unit.

User satisfaction with the e-service is on the similar level as last spring

The respondents that log in to our e-service to submit reports continued to voice more critical opinions about the Incomes Register than the API interface users. Users of the e-service make up 24 percent of the data providers: 20 out of them submit information through the upload service, and the remaining 4 rely on the online forms.

Also the users that rely on the e-service to use data gave us similar satisfaction scores as last time in the spring of 2021.

Satisfaction with service, total scores from 4 latest surveys, both API and e-service:

Satisfaction with service, total scores from 4 latest surveys, both API and e-service.

Scores given to service, from 1 to 5

autumn 2021 spring 2021 autumn 2020 autumn 2019
Interface users, general combined score 4.0 3.5 3.2 3.1
Usability 4.0 3.3 3.1 3.0
Performance 4.0 3.6 3.3 3.1
Data submitters that log in to the e-service, general combined score 3.3 3.2 2.8 2.8
Usability 3.2 3.0 2.7 2.6
Performance 3.3 3.4 3.0 2.9
Data user organisations that log in to the e-service, general combined score 3.4 3.3 3.4 3.0
Usability 3.3 3.1 3.3 3.0
Performance 3.5 3.5 3.5 3.0

Together with the survey, we also sent out a questionnaire containing open questions about the Incomes Register’s e-service. The conclusion of the respondents who filled in the open free-text fields was that while there has been some improvement in the performance of the e-service, its usability still only deserves unflattering evaluation. The general score (3.1) had nevertheless increased considerably since last spring (2.3). A total of 341 responses were given.

In addition, we also turned to income earners to carry out a specific survey. The Incomes Register’s total user satisfaction score was the same as last spring (2.8). The number of respondents was 20. Most of them were people who had already made use of the Incomes Register’s e-service for checking the information that had been saved in the database regarding their own amounts of income.

‒ We read the feedback coming from our e-service users, and because the online forms were updated recently, we believe the score for user experience will improve. Accordingly, we look forward to the next survey in the spring of 2022 because it will be very interesting to learn what the data providers and users will have to say about our e-service then, Terhi Holmström points out.