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.