Satisfaction with MitID has never been higher, according to a new user satisfaction survey conducted by Epinion.
With a 9 percentage point increase in just one year, from 2023 to 2024, satisfaction has reached 83 percent.
At the same time, the number of dissatisfied users has dropped to 2 percent in 2024, down from 6 percent in 2023.
I am very pleased that eight out of ten citizens are praising MitID. We are happy that the collaboration within the MitID partnership is working well and that we can offer a shared digital solution for all citizens in the many different login situations they encounter – from banking and online shopping to borger.dk and Digital Post
, says Adam Lebech, Deputy Director of the Danish Agency for Digital Government.
Since the last survey, several improvements have been made to MitID. Now, with a single click, users can switch to the MitID app when they need to approve an action using MitID on their phone.
Danes experience MitID as safe and secure
In the new survey, 83 percent perceive MitID as secure. This is a significant improvement compared to 2023, when 74 percent considered the solution secure. The survey also shows that 89 percent of users feel safe using MitID, while only 2 percent report feeling unsafe.
The Danes have embraced MitID. We also notice this in the banks, where MitID plays a crucial role in providing customers with easy and secure access to their bank. We are very satisfied that MitID works so well and benefits many Danes. At the same time, we are constantly working on developing MitID to ensure a user-friendly solution that also serves as strong protection against emerging threats
, says Michael Busk-Jepsen, Director of Digitalization at Finance Denmark.
The latest version of MitID includes a so-called "proximity check" to prevent fraudsters from creating a copy of a citizen’s MitID app.
It has also become easier to activate a new MitID app on another device, as users can now transfer their MitID app to, for example, a new phone.
About the survey
The survey was conducted by Epinion for the Danish Agency for Digital Government. It includes five user satisfaction studies on the agency’s digital solutions: Digital Post, MitID, borger.dk, the health card app, and the driver’s license app. Data was collected via an online panel among a representative sample of users of each of the five citizen-oriented solutions and is based on responses from a total of 5,100 respondents.