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ScotAccount satisfaction survey

Last updated
8 May 2026

What this research is for

ScotAccount wants to hear from people who have used their service.

The ScotAccount research team are user researchers for the digital identity programme in the Scottish Government's Digital Directorate. We are doing a survey to learn about your experience using ScotAccount. Learning from your experience will help us to ensure the service is as easy to use as possible and that it's inclusive and accessible.

Everyone who has used ScotAccount can take part. Taking part is your choice and you do not have to submit the survey.

The survey will not collect any personal details unless you provide them. You can choose to either:

  • submit the survey anonymously
  • provide your personal details so we can contact you for future research - in this case, we may use your survey answers to identify you for suitable research projects

How ScotAccount will use your answers

The answers to this survey will let ScotAccount know about people’s experience using its service. This will tell ScotAccount:

  • what it’s doing well
  • where it can improve

The ScotAccount research team will analyse the survey results. We'll share the summaries and reports with other people working on the digital identity programme to help them design new services for secure sign in and identity checking. All information in the summaries and reports will be anonymous.

We may also share information with other teams in Scottish Government if it can help with another part of the service.

We may share your exact words from survey responses so people can understand what's important to you. Any quotes will be anonymous and will not be attributed to you.

We may publish the important parts of our research when it's done. These reports will be public.

The lawful basis we use to use and share what you tell us is Public Task (6(1)(e)) from the General Data Protection Regulation. You can ask us if you have any questions about how this works.

Opting in to be contacted for future research

You can let us know if you'd like to be contacted for future research sessions. You’ll need to provide your name and email address so that we can get in touch with you.

We may use the feedback you provide in the survey to identify you for suitable research sessions.

We’ll keep your name and email address for two years from when you shared it with us. Then we’ll delete it.

If you take part in a research session, we'll pay you for your time and reimburse any expenses.

How to contact us

If you have any problems with the survey or would like to get in touch with the user research team, email Scotaccountresearch@gov.scot.

You can ask the user research team to delete or update any data we hold about you at any point.

If you're concerned about how we collected or used your data, you can contact the Scottish Government Data Protection Officer at DataProtectionOfficer@gov.scot. They check that we keep what people tell us private.

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