Digital Iceland
58% very satisfied – continued efforts to improve services
4th February 2026
Users of public services have the opportunity to rate the quality of the service and provide feedback to improve it. Many agencies now send out real-time surveys that provide valuable information to managers and staff about what is going well and where there are opportunities for improvement.
“Last year's results clearly indicate that we are on the right track. Improvements in the services of public agencies, with an emphasis on user-centered design, digital solutions, and simpler processes, are a key variable in this context,” says Birna Íris Jónsdóttir, Managing Director of Digital Iceland
Positive development
The proportion of those who are very satisfied with the service has increased from 30% in 2020 to 58% in 2025, according to the latest government service survey. In total, 86% are satisfied or very satisfied.
Nearly 140,000 responses were received in the survey last year, regarding the services of 62 public entities. This was the fifth consecutive year the survey was conducted, and it was available in Icelandic, English, Polish, and Icelandic Sign Language.
The survey asks about satisfaction with the service, the speed of the service, the reliability of information, and the experience of interacting with staff, with results rated on a scale of 1-5. The results indicate that all these metrics are improving year on year.
Service hours don't tell the whole story
Among the major projects that have influenced public services in recent years is a clear focus on making it easier for people to handle their own affairs through better application processes, a simpler payment system, and secure access to data via My Pages on Ísland.
is.[BJ2] This has, among other things, allowed agencies to adapt their services and opening hours, reduce the workload at front desks and in service centers, and have more capacity for more complex inquiries and cases.
The survey is sent out in a number of ways, for example by email, SMS, web link, and QR codes at service desks. The agencies that received the most responses last year were those that have implemented the Ísland.is Service System, which automatically sends the survey to users two days after their case is closed in the system.
View the results of the government service survey here
