Research and analysis

DWP claimant service and experience survey 2016 to 2017

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 2016 to 2017

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Summary: DWP claimant service and experience survey 2016 to 2017

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Methodological note: DWP claimant service and experience survey 2016 to 2017

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Data tables: DWP claimant service and experience survey 2016 to 2017

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Details

The objectives of this research are to:

  • monitor claimant satisfaction with services provided by the Department for Work and Pensions (DWP) across 10 benefits, measured against overall satisfaction and the customer charter
  • understand how claimants are interacting with DWP services, including use of digital services and different communication channels
  • capture the views and experiences of DWP’s services and staff from claimants who have been in contact with DWP recently

Authors: Sarah Cheesbrough, Steven Coutinho, David Xu, Simon Edscer and Hannah Webster (Kantar Public).

Published 22 February 2018
Last updated 23 March 2018 + show all updates
  1. Published revised report and methodological note. The documents have been revised to make the methodological caveats around disallowed cases clearer.
  2. First published.