Research and analysis

DWP Customer Experience Survey: benefit customers 2020 to 2021

This report provides an overview of benefit customers’ satisfaction and experience of the service they received from DWP between April 2020 and March 2021.

• From: Department for Work and Pensions
• Published: 25 May 2023
• Last updated: 19 August 2025 — See all updates

Applies to England, Scotland and Wales

Documents

DWP Customer Experience Survey: benefit customers 2020 to 2021

Ref: ISBN 978-1-78659-521-8, RR1028

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DWP Customer Experience Survey: benefit customers 2020 to 2021

Ref: ISBN 978-1-78659-521-8, RR1028

PDF, 390 KB, 47 pages

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Summary: DWP Customer Experience Survey: benefit customers 2020 to 2021

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Details

The Department for Work and Pensions (DWP) Customer Experience Survey (CES) is an ongoing survey designed to monitor customer satisfaction with the services offered by DWP. It looks at:

• overall customer satisfaction with the service provided by DWP
• customer experience measured against the 4 areas of the DWP customer charter:
  • Right Treatment
  • Easy Access
  • Keeping you Informed
  • Getting it Right
• customer characteristics including equality measures and digital access

This report presents findings from interviews conducted with 7,294 benefit customers. Fieldwork and data analysis was independently conducted by Ipsos MORI.

Research value

Findings from CES are used across DWP to inform improvements in service delivery.

Published 25 May 2023

Last updated 19 August 2025 + show all updates

1. 19 August 2025

   Edited section on long-term health conditions and overall satisfaction – removed comment on individual benefit lines.

2. 25 May 2023

   First published.