Israeli National Insurance Institute Service Satisfaction Rises, Report Finds
Translated & summarized from Maariv by baba
A 2025 report by Israel's Central Bureau of Statistics shows a rise in satisfaction with the National Insurance Institute (NII), with 72% of applicants reporting positive experiences. However, 27% expressed dissatisfaction, citing long waits and unclear information. The report also noted significant improvements in overall NII performance perception since 2015, though disparities persist between Arab and Jewish Israelis. Satisfaction with local welfare services also saw mixed results, with a notable percentage of users reporting that their issues were not resolved.
The story in 6 lines · by baba
- 72% of Israelis were satisfied with National Insurance Institute services in 2025, up from 63% in 2015.
- 27% of NII applicants, about 507,000 people, reported dissatisfaction with services.
- Long waiting times and inconvenient office hours were key complaints for NII applicants.
- Arab Israelis reported higher satisfaction with NII performance than Jewish Israelis.
- 34% of users found local welfare services did not help resolve their issues.
- The report surveyed over 6,400 Israelis aged 20 and above.
A new report from the Central Bureau of Statistics (CBS) reveals that 72% of Israelis were satisfied with the services provided by the National Insurance Institute (NII) in 2025, an increase from 63% in 2015. Despite this overall improvement, 27% of applicants, approximately 507,000 people, expressed dissatisfaction. Key areas of concern included long waiting times (33%), inconvenient office hours (23%), and receiving inaccurate information about service processes (22%).
Regarding staff interactions, 71% of applicants reported satisfaction with the NII employees' conduct, while 21% (around 393,000 individuals) were unhappy with the treatment they received. The report also highlighted disparities in satisfaction levels among different population groups. While 62% of adults aged 20 and over positively assessed the NII's overall performance, this figure was higher among Arab Israelis (73%) compared to Jewish and other Israelis (59%). Similarly, 69% of those who used NII services rated its performance positively, with 81% of Arab users and 66% of Jewish and other users expressing satisfaction.
The report also examined how Israelis access NII services, with 51% utilizing online channels, 35% opting for in-person meetings, and 31% using phone calls. Online services, such as appointment scheduling and form submission, met the needs of 68% of users, though 11% felt they were inadequate. A significant finding was the perception of service equity, with 64% of adults believing the NII provides equal service regardless of gender, age, or sector, a figure that rose from 57% in 2015.
In parallel, the CBS report surveyed satisfaction with local welfare services. Around 326,000 adults, or 5.2% of the population, used these services in the year prior to the report. Overall satisfaction stood at 63%, but 34% reported that the services did not help them resolve their issues. Disparities were noted, with 68% of Jewish and other users finding the services helpful compared to 55% of Arab users. Satisfaction with employee conduct was also lower among Arab users (61%) than among Jewish and other users (74%).
The data is based on the 2025 CBS Social Report, which surveyed 6,452 individuals aged 20 and over, representing approximately 6.3 million Israelis in that age group.
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