A Survey on Customer Satisfaction in National Electronic ID User Support

Estonia is known for its success in establishing successful e-governance practices and services for citizens as well as for businesses. This paper examines the citizens' customer satisfaction with the Estonian electronic ID user support and takes a closer look at the quality of the user support provided today. We are looking whether today's customer service level for the electronic ID is satisfactory enough for the users. In order to do that we will ask for objective reasons why the volumes of requests to the user support channels are increasing - there are approximately 30% more users in 2016 compared to the previous year, new users of the electronic ID need more help than earlier, and major software changes have increased the amount of calls. On the basis of the survey's outcome we will recommend what could be done by the state to better control the situation. The aim of this research is to provide a series of recommendations to be considered by the state for better management of the resources and customer satisfaction.