This report presents findings from research to establish levels of customer satisfaction with Jobcentre Plus's first contact service amongst individuals in receipt of benefits.
A report published today by the Department for Work and Pensions shows that 78% of new Jobcentre Plus claimants are satisfied with the new claims service they received, and that more than nine out of ten of customers claiming via the telephone are satisfied with the new claim call itself.
It presents findings from the report entitled Customers’ Experiences of First Contact with Jobcentre Plus: Findings from the Quantitative Survey. Quantitative telephone interviews were conducted with over 2,000 Jobcentre Plus new benefit claimants, claiming either Jobseekers Allowance, Income Support or Incapacity Benefit in November and December 2007.
The aim of the survey was to establish levels of customer satisfaction with Jobcentre Plus first contact service amongst individuals in receipt of benefits. The survey did not aim to investigate overall satisfaction with Jobcentre Plus.
The main findings of the research are:
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