Findings from a feasibility study are published today by the Department for Work and Pensions. The report identifies the optimal design for a new measure of Jobcentre Plus customer satisfaction.
The research involved a scoping exercise to assess stakeholders’ requirements. The findings were then used to develop a new customer satisfaction survey.
Key findings from the research demonstrated that:
- conducting the Jobcentre Plus customer satisfaction survey every six-months enables greater operational responsiveness (until recently the survey was conducted biennially with a qualitative follow-up study);
- it is only feasible to report national-level and regional-level customer satisfaction data as obtaining district-level data would be prohibitively costly;
- the use of a four point verbal scale to measure overall satisfaction facilitates comparisons with the Pension, Disability and Carers Service customer satisfaction survey;
- increasing the number of Black and Minority Ethnic survey respondents better enables customer satisfaction to be compared across ethnic groups;
- incorporating a “guest” module within the survey can enable topical policy issues that are not covered in the core questionnaire to be addressed; and
- it is sufficient to conduct qualitative follow-up research on an ad-hoc basis to investigate specific findings that emerge from the main survey.
Notes to Editors:
DWP Research Report No. 681 - “Feasibility Study for the future Jobcentre Plus Customer Satisfaction Survey” - will be published by Corporate Document Services on 26th August 2010.
- The customer satisfaction survey that was developed as part of the feasibility study was piloted amongst 315 Jobcentre Plus customers in January-February 2010.
- The research was conducted by TNS-BMRB. The authors of the report are Eleni Romanou and Nick Howat.