Research and analysis

DWP Customer Experience Survey: benefit customers 2020 to 2021

This report provides an overview of benefit customers’ satisfaction and experience of the service they received from DWP between April 2020 and March 2021.

From:
Department for Work and Pensions
Published
25 May 2023

Applies to England, Scotland and Wales

Documents

DWP Customer Experience Survey: benefit customers 2020 to 2021

Ref: ISBN 978-1-78659-521-8, RR1028

HTML

DWP Customer Experience Survey: benefit customers 2020 to 2021

Ref: ISBN 978-1-78659-521-8, RR1028

PDF, 924 KB, 47 pages

Summary: DWP Customer Experience Survey: benefit customers 2020 to 2021

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Details

The Department for Work and Pensions (DWP) Customer Experience Survey (CES) is an ongoing survey designed to monitor customer satisfaction with the services offered by DWP. It looks at:

  • overall customer satisfaction with the service provided by DWP
  • customer experience measured against the 4 areas of the DWP customer charter:
    • Right Treatment
    • Easy Access
    • Keeping you Informed
    • Getting it Right
  • customer characteristics including equality measures and digital access

This report presents findings from interviews conducted with 7,294 benefit customers. Fieldwork and data analysis was independently conducted by Ipsos MORI.

Research value

Findings from CES are used across DWP to inform improvements in service delivery.

Published 25 May 2023

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