Trust in the welfare state among users: The case of Norway

Abstract This study examined user trust in Nav among groups receiving various benefits and assistance from Nav. Based on institutional theory and research, the central hypothesis is that those users who have been allocated selective benefits involving discretionary judgments, especially social assistance, will have less trust in Nav than other users. In addition, users who are satisfied with the service they have received from their supervisors will report higher levels of trust toward Nav than other users. The empirical basis for the study is Nav's annual user surveys (2008–2023). The two hypotheses were supported, but the main differences are between social assistance and other groups. Furthermore, the condition for granting benefits explained less of the variation in trust than the interaction users have with Nav. The study argues that institutional factors matter for trust in the welfare state and that a holistic view of users' life situations should be used to understand their trust toward the welfare state.