Research and analysis

DWP claimant service and experience survey 2012

Customer research on the main subjects in the DWP customer charter and the DWP delivery plan 2012 to 2013.

Documents

DWP claimant service and experience survey 2012

This file may not be suitable for users of assistive technology. Request an accessible format.

If you use assistive technology (eg a screen reader) and need a version of this document in a more accessible format, please email accessible.formats@dwp.gsi.gov.uk. Please tell us what format you need. It will help us if you say what assistive technology you use.

DWP claimant service and experience survey 2012: summary

This file may not be suitable for users of assistive technology. Request an accessible format.

If you use assistive technology (eg a screen reader) and need a version of this document in a more accessible format, please email accessible.formats@dwp.gsi.gov.uk. Please tell us what format you need. It will help us if you say what assistive technology you use.

Detail

We commissioned the DWP claimant service and experience survey 2012 to provide the department with information about the main areas identified in the DWP customer charter, and in the DWP delivery plan 2012 to 2013. We also use the survey to produce the ‘Public opinion of DWP service levels’ indicator – one of the DWP business plan transparency measures.

The survey uses satisfaction and other experience measures to measure service performance. This helps the department:

  • understand which areas of the service have most effect on customer and claimant satisfaction
  • make the right improvements

The research involved 7,022 telephone interviews during May through July 2012 with customers and claimants who were identified as having had a meaningful contact with the department in the 6 months prior to the survey. Customers and claimants from the following benefits were included: Jobseeker’s Allowance (JSA), Employment and Support Allowance (ESA), Income Support (IS), Disability Living Allowance (DLA), Carers Allowance (CA), Attendance Allowance (AA), Pension Credit (PC), and State Pension (SP).

Before 2012, satisfaction with service delivery was assessed using two separate surveys: one amongst customers of Jobcentre Plus (JCP) and a second amongst customers of the Pensions, Disability and Carers Service (PDCS). In October 2011, JCP and PDCS ceased to have formal executive agency status and the two surveys were combined to reflect this change in DWP’s operational structure. The 2012 survey therefore encompasses customers and claimants in receipt of unemployment, disability, carer and pension-related benefits.