Navigating towards increased satisfaction

The project will shed light on NAV users' dissatisfaction and the constituents of dissatisfaction. In this way, the project will supplement and strengthen NAV's internal analyses of user satisfaction and provide a deeper understanding of the phenomenon of dissatisfaction. The topic of the project is in line with the call's focus on "interaction with users" and will contribute to systematic knowledge building in the field. The research project is well anchored in NAV's R&D plan (2021-2025) and the programme note for 2025 .

There are large variations between groups, and previous studies show that users with multiple and complex problems more often express dissatisfaction. It is also pointed out that those who score lowest on health, finances and/or skills are less satisfied with NAV and experience a greater need for help.

• We want to understand who the dissatisfied users are, when their dissatisfaction arises and what patterns the dissatisfaction has. Such patterns can be about connections between different elements of dissatisfaction. Elements may include experiences of overlapping zones between public services, weak coordination and interaction, poor exchange of information or difficulties users have in meeting the expectations they are met by in NAV. With such an approach, we can capture both what triggers dissatisfaction with NAV's services and benefits, and to some extent why and how dissatisfaction develops among users in their encounters with NAV. How is dissatisfaction experienced in encounters with NAV's services?  
• What are the components of the dissatisfaction of NAV users?
• What patterns of dissatisfaction can be identified among different user groups?
• How do third parties, such as NAV ombudsmen and interest groups, receive and understand users' dissatisfaction?
• How can insight into users' dissatisfaction be translated into concrete measures and changes in practice in NAV?