Research and analysis

DWP claimant service and experience survey 2017 to 2018

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

From:
Department for Work and Pensions
Published
31 January 2019
Last updated
21 February 2019 — See all updates

Documents

DWP claimant service and experience survey 2017 to 2018

Ref: ISBN 978-1-78659-127-2, RR971

PDF, 430 KB, 38 pages

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Summary DWP claimant service and experience survey 2017 to 2018

Ref: ISBN 978-1-78659-127-2

HTML

Summary DWP claimant service and experience survey 2017 to 2018

PDF, 1.06 MB, 4 pages

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Methodological note: DWP claimant service and experience survey 2017 to 2018

PDF, 402 KB, 29 pages

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Data tables: DWP claimant service and experience survey 2017 to 2018

ODS, 252 KB

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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 Charlotte Saunders (Kantar Public).

Published 31 January 2019
Last updated 21 February 2019 + show all updates

  1. Added new table to the data tables: 5.18 Percentage of claimants who feel DWP took their personal circumstances into consideration when setting up commitments, by benefit type.

  2. First published.

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