Research and analysis

DWP claimant service and experience survey 2013

Research to monitor claimants’ satisfaction and to make sure their views are considered in operational and policy planning.

Documents

DWP claimant service and experience survey 2013

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Summary: DWP claimant service and experience survey 2013

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

If you use assistive technology (such as 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.

Details

We commissioned the 2013 DWP claimant and customer service and experience survey in order to monitor claimants’ satisfaction with DWP service delivery. It helps ensure that the claimant voice is heard when it comes to operational and policy planning.

The survey’s key objectives were:

  • to capture claimants’ views and experiences of DWP’s service from claimants who used their services in the last 6 months
  • to detect variations in the experiences of claimants in receipt of different benefits
  • to identify which elements of the service claimants view most favourably, and which they feel need most improvement

The survey fieldwork took place between 10 July and 22 September 2013. In total 6,252 interviews were completed with claimants in receipt of the following benefits:

  • Jobseeker’s Allowance (JSA)
  • Employment and Support Allowance (ESA)
  • Income Support (IS)
  • Disability Living Allowance (DLA)
  • Carer’s Allowance (CA)
  • Attendance Allowance (AA)
  • Pension Credit (PC), and
  • State Pension (SP)

The findings from this survey have been used:

Authors: Sarah Hingley, Dr. Eleni Romanou, Nicholas Howat

The previous survey report

Read the 2012 report – DWP claimant service and experience survey 2012.

Published 16 October 2014