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).