Collection

Communications and customer insight research

This collection brings together all documents relating to DWP communications and customer insight research.

Research helps the department in its development and effective implementation of policies, processes, services and communications.

Communications research is commissioned by DWP Communications Directorate and contributes to the development and evaluation of communications activity.

Customer insight research is commissioned or undertaken by DWP Customer Insight Division (Strategy Directorate) to influence and inform the development, design and continuous improvement of DWP’s customer policies, processes, services and communications.

The department also publishes research reports on social issues related to DWP benefits and services.

2018 publications

  1. Disability Confident: survey of participating employers

2017 publications

  1. New State Pension direct mail trial evaluation

2016 publications

2014 publications

2013 publications

2012 publications

2011 publications

  1. Pensions and later life: communications research March 2011
  2. Targeting Benefit Fraud: tracking research February 2011
  3. Pensions and later life: communications research October 2010
  4. Extending working life tracking research: wave 1
  5. Pensions automatic enrolment: information for workers qualitative research
  6. Attitudes of GPs, managers and the public to health and work
  7. Social Fund alignment payments (crisis loans) research
  8. Social Fund Community Care Grants research
  9. Beliefs about work
Published 18 October 2013
Last updated 13 November 2018 + show all updates
  1. Added 'Disability Confident: survey of participating employers' to 2018 publications.
  2. Added 'New State Pension direct mail trial evaluation' to 2017 publications.
  3. Added 'Pensions portfolio: new State Pension communications tracking research, July to April 2016'.
  4. Published communications research about housing costs for tenants in social housing.
  5. Added Pensions portfolio: automatic enrolment communications tracking research, June 2014
  6. Added Pensions portfolio: automatic enrolment communications tracking research, March 2014
  7. Published 'Pensions portfolio: automatic enrolment communications tracking research, November 2013'.
  8. First published.