Research and analysis
DWP claimant service and experience survey 2016 to 2017
This research monitors claimants' satisfaction with DWP services and ensures their views are considered in operational and policy planning.
Documents
Ref: ISBN 978-1-78659-019-0, RR953 PDF, 413KB, 28 pages
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PDF, 404KB, 4 pages
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PDF, 387KB, 24 pages
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MS Excel Spreadsheet, 375KB
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Details
The objectives of this research are to:
- monitor claimant satisfaction with services provided by the Department for Work and Pensions (DWP) across 10 benefits, measured against overall satisfaction and the customer charter
- understand how claimants are interacting with DWP services, including use of digital services and different communication channels
- capture the views and experiences of DWP’s services and staff from claimants who have been in contact with DWP recently
Authors: Sarah Cheesbrough, Steven Coutinho, David Xu, Simon Edscer and Hannah Webster (Kantar Public).
Published 22 February 2018
