Research and analysis

DWP claimant service and experience survey 2015 to 2016

This research monitors claimants’ satisfaction with DWP services and ensures their views are considered in operational and policy planning.

Documents

DWP claimant service and experience survey 2015 to 2016

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Executive summary: DWP claimant service and experience survey 2015 to 2016

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Methodological note: DWP claimant service and experience survey 2015 to 2016

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Data tables: DWP claimant service and experience survey 2015 to 2016

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Details

The objectives of this research are to:

  • capture the views and experiences of DWP’s service from claimants, or their representatives, who used their services recently
  • identify differences in the views and experiences of people claiming different benefits
  • use claimants’ views of the service to measure the department’s performance against its customer charter

Authors: Richard Brind, Sarah Cheesbrough, Steven Coutinho, David Xu and Hannah Webster (Kantar Public UK).

Published 17 January 2017
Last updated 27 January 2017 + show all updates
  1. Amended guidance section of the data tables to clarify why certain percentages add up to more than 100%.
  2. First published.