Customer satisfaction survey 2017: Compensation Recovery Unit
Published 13 August 2018
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The Department for Work and Pensions (DWP) Compensation Recovery Unit (CRU) has recently conducted our customer satisfaction survey to assess the level of service that we provide.
The overall findings of the survey highlight that 96% of our customers find staff friendly, helpful and polite when dealing with their enquiries. Customers also rate our staff very highly in terms of being dealt with fairly and respectfully when using our services.
In terms of information and correspondence received by our customers, 90% of respondents feel it is easy to understand and fulfilled their requirements.
With regards to using our services, 91% of our customers felt they could contact us in a way that suits them. In line with this, customers also highly rate the telephone service provision and feel that their calls are answered promptly.
Response times to written correspondence were identified as an area of improvement by our customers. We recognise that work needs to continue to be done to promote DWP customer service standards and to raise awareness of our legislative requirements, for example the legal deadline of 28 days for DWP CRU to issue a certificate.
The overall satisfaction rating by customers who use our services is 91% and we would like to thank everyone who participated in the survey and provided invaluable feedback.
We are committed to continue to seek to improve the services we provide and will use all the feedback we receive and will continue to work with our customers to further develop DWP online services where appropriate.