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.

Documents

DWP claimant service and experience survey 2017 to 2018

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Summary DWP claimant service and experience survey 2017 to 2018

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

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

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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).

Updates to this page

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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