Predictors of satisfaction with digital follow-up in Norwegian Labor and Welfare Administration: A sequential mixed-methods study

Abstract

This study examines predictors of satisfaction with digital follow-up among young people in the Norwegian Labor and Welfare Administration (NAV). A total of 1195 young employment seekers were recruited across Norway. Participants completed a cross-sectional online survey comprising demographic questions, general questions on service quality, digital services, and open-ended questions on their experiences with NAV. Using a mixed-methods approach, we developed hypotheses derived from qualitative open-ended text fields and tested these assumptions with quantitative analyses. Results revealed three themes related to satisfaction (information, response time, and impersonal contact), and multiple linear regression identified perceived response time, language comprehension, and information as predictors. Perceived response time was found to be the strongest predictor. We suggest that clients' perceptions of response time may be influenced by their service expectations, and service expectations may be shaped by the application of digital technologies. Hence, clarification of expectations may be of importance in digital follow-up of young people. Finally, this study underscores the importance of clear and understandable information to reduce digital exclusion. We suggest that these changes should occur in collaboration with user-panels.