Research and analysis

DWP Customer Experience Survey: Benefit Customers 2023 to 2024

Updated 27 November 2024

DWP Research Report No: 1065
Crown copyright
First Published: 29 August 2024
ISBN: 978-1-78659-708-3

The Customer Experience Survey (CES) is designed to monitor customer satisfaction with the services offered by the Department for Work and Pensions (DWP) to inform improvements in service delivery. It is an ongoing cross-sectional study with quarterly interviewing. This research was externally commissioned by DWP with fieldwork independently conducted by Ipsos (previously known as Ipsos MORI).

The data in this report is based on 9,075 interviews conducted with benefit customers who had contact with DWP between April 2023 and March 2024. The survey covers 8 benefits:

• State Pension
• Pension Credit
• Attendance Allowance
• Carer’s Allowance
• Disability Living Allowance for Children
• Personal Independence Payment
• Employment and Support Allowance
• Universal Credit.

This report presents data on overall customer satisfaction and looks at survey data that is mapped to the DWP Customer Experience Drivers. The DWP Customer Experience Drivers provide standards against which customer service delivery can be measured. This report includes data relating to:

• Get it Right
• Make it Easy
• Communicate Clearly
• Professional and Supportive.

Our thanks go to all those who gave up their time to take part in this study.

At a glance – Overall customer satisfaction

More than 8 out of 10 customers were satisfied with DWP services overall.

Satisfied: 85%.

Dissatisfied: 15%.

About the survey

Survey methodology

Sample

CES is a survey of customers who have had recent contact with DWP, rather than all DWP customers. When CES replaced the previous Claimant Service and Experience Survey (CSES) in 2019, the sample design was revised: as the Universal Credit rollout replaced legacy benefits, Jobseeker’s Allowance and Income Support customers were no longer included. CES covers the following 8 benefits: State Pension; Pension Credit; Attendance Allowance; Carer’s Allowance; Disability Living Allowance for Children; Personal Independence Payment; Employment and Support Allowance; and Universal Credit.

The sample includes benefit customers who have been in contact with DWP during each 3-month quarter^{[footnote 1]} to either: make a new claim, report a change of circumstances, or (for UC and ESA customers) attend a mandatory Jobcentre appointment. ‘Contact’ includes any time a customer has phoned, written a letter, emailed, visited a Jobcentre, filled in an online form, or used their UC online journal to get in touch with DWP. Customers are also included in the sample if a DWP colleague has contacted them using any of these methods. For the contact to be identified and the customer included in the overall survey population, it needs to have triggered a change in DWP administrative data during the 3-month quarter.

A quota sample design is used to meet minimum interview targets for each benefit group and contact reason, with a random sample of customers drawn from the population to meet these quotas. Weighting is then applied to the data so that findings are representative of the survey population: data is weighted by age, gender, length of claim, contact reason and benefit type. For UC customers, data is also weighted by UC region.

Fieldwork

When CES replaced the previous CSES, the survey moved to a mixed-mode online and telephone data collection approach. In 2023 to 2024, fieldwork was conducted quarterly. The data in this report is based on 9,075 interviews, conducted with benefit customers who had contact with DWP between April 2023 and March 2024.

Statistical conventions

Percentages in charts may not always add to 100% due to rounding.

The commentary accompanying this report (in the overall satisfaction and customer characteristics sections) focuses on differences that are statistically significant at a 95% confidence level. This means that you would only expect to see the result caused by chance one in twenty times.

Responses for sub-groups with larger base sizes will be more robust and have a lower margin of error than sub-groups with smaller base sizes. Therefore, it is possible to identify relatively small differences as being statistically significant when comparing sub-groups which have larger sample sizes. The issue of sub-group size particularly applies to the customer characteristics section where the sample sizes for some ethnicities are smaller.

Results: Overall satisfaction

More than 8 out of 10 customers reported being satisfied with the services provided by DWP

In 2023 to 2024, overall customer satisfaction was 85%. ‘Don’t Know’ responses to the overall satisfaction question are excluded from analysis throughout.

Figure 1: Overall percentage of customers who were satisfied or dissatisfied with the services provided by DWP

Response	2023 to 2024 (%)
Satisfied	85%
Dissatisfied	15%

Base: All customers (excluding Don’t Know responses): 8,836.

Overall satisfaction was high across most benefits

In 2023 to 2024, overall satisfaction was high across most benefits, ranging from 81% for ESA to 95% for AA.

Figure 2: Percentage of customers who were satisfied with the services provided by DWP by benefit

Benefit	2023 to 2024 (%)
UC	84%
ESA	81%
PIP	83%
DLAc	88%
AA	95%
CA	92%
SP	91%
PC	91%

Base: All customers (excluding Don’t Know responses). UC (2,542); ESA (1,090); PIP (1,023); DLAc (830); AA (832); CA (828); SP (846); PC (845).

Results by Customer Experience Driver

This section of the report is structured around 4 Customer Experience Drivers:

• Get it Right
• Make it Easy
• Communicate Clearly
• Professional and Supportive.

The questions presented below have been selected on the basis that they have the best coverage of survey respondents, as some questions are only asked to particular customer groups.

Get it Right

Questions that relate to the Get it Right Driver are reported below.

More than 8 out of 10 customers agreed that staff did what they said they would

Overall, 82% of customers agreed that staff^{[footnote 2]} did what they said they would. The results for individual benefits ranged from 81% for UC to 89% for CA.

Figure 3: Percentage of customers who agreed that staff did what they said they would

Benefit	2023 to 2024 (%)
Overall	82%
UC	81%
ESA	84%
PIP	84%
DLAc	88%
AA	86%
CA	89%
SP	88%
PC	87%

Base: All customers who had phone, online, or in person contact (excluding Not Applicable responses). Overall (6,387); UC (1,846); ESA (859); PIP (849); DLAc (548); AA (485); CA (634); SP (477); PC (689). 

Eight out of 10 customers agreed that DWP staff provided them with accurate information

Overall, 80% of customers agreed that DWP staff provided them with accurate information. This varied by benefit, ranging from 79% for UC and ESA to 90% for CA and SP.

Figure 4: Percentage of customers who agreed that DWP staff provided accurate information

Benefit	2023 to 2024 (%)
Overall	80%
UC	79%
ESA	79%
PIP	81%
DLAc	87%
AA	87%
CA	90%
SP	90%
PC	87%

Base: All customers who had phone, online, or in person contact (excluding Not Applicable responses). Overall (6,478); UC (1,904); ESA (879); PIP (849); DLAc (553); AA (485); CA (630); SP (485); PC (693).

More than 8 out of 10 of New customers were satisfied with the time it took for DWP to tell them the outcome of their claim

This question was only asked to New customers. Overall, 84% of these customers were satisfied with the time it took DWP to tell them the outcome of their claim. Satisfaction differed by benefit, with results ranging from 76% for DLAc to 96% for AA.

Figure 5: Percentage of New customers who were satisfied with the time it took for DWP to tell them the outcome of their claim

Benefit	2023 to 2024 (%)
Overall	84%
UC	81%
ESA	79%
PIP	78%
DLAc	76%
AA	96%
CA	94%
SP	92%
PC	94%

Base: All New customers (excluding Not Applicable responses). Overall (3,135); UC (480); ESA (411); PIP (449); DLAc (234); AA (489); CA (405); SP (442); PC (225).

More than 9 out of 10 customers agreed that DWP made payments when they said they would

Overall, 95% of customers reported that DWP made payments when they said they would. The results were 95% or above for all benefits, ranging from 95% for UC and ESA to 99% for DLAc.

Figure 6: Percentage of customers who agreed that DWP made payments when they said they would

Benefit	2023 to 2024 (%)
Overall	95%
UC	95%
ESA	95%
PIP	96%
DLAc	99%
AA	97%
CA	96%
SP	98%
PC	96%

Base: All customers (excluding Not Applicable responses). Overall (8,997); UC (2,643); ESA (1,115), PIP (1,036), DLAc (839), AA (833), CA (825), SP (855), PC (851).

More than 9 out of 10 customers agreed that DWP paid them the amount they said they would

Overall, 93% of customers reported that DWP paid them the amount they said they would. The results were above 90% for all benefits, ranging from 92% for UC to 97% for DLAc.

Figure 7: Percentage of customers who agreed that DWP paid them the amount they said they would

Benefit	2023 to 2024 (%)
Overall	93%
UC	92%
ESA	94%
PIP	96%
DLAc	97%
AA	96%
CA	95%
SP	96%
PC	95%

Base: All customers (excluding Not Applicable responses). Overall (8,971); UC (2,630); ESA (1,109), PIP (1,034), DLAc (841), AA (832), CA (823), SP (853), PC (849).

Make it Easy

Questions that relate to the Make it Easy Driver are reported below.

More than 8 out of 10 customers reported that it was easy to find all the information they needed on GOV.UK

Of those who used GOV.UK to find out about their claim eligibility or whether they needed to report a change of circumstances, 85% reported that it was easy to find all the information they needed. This ranged from 80% for ESA to 94% for CA.

Figure 8: Percentage of customers who reported that it was easy to find all the information they needed on the government website

Benefit	2023 to 2024 (%)
Overall	85%
UC	85%
ESA	80%
PIP	85%
DLAc	85%
AA	88%
CA	94%
SP	89%
PC	81%

Base: All New and Change of Circumstances customers who used the government website (GOV.UK). Overall (3,630); UC (936); ESA (358); PIP (416); DLAc (304); AA (403); CA (489); SP (480); PC (244).

Almost 8 out of 10 new customers and around 8 out of 10 change of circumstances customers found it easy to make a new claim or report a change of circumstances

Overall, 79% of New customers found the process of making a new claim easy. This varied by benefit, from 59% for PIP and DLAc to 93% for SP.

For those who reported a change of circumstances, 81% of customers found the process easy. By benefit, this ranged from 64% for ESA to 88% for CA.

Figure 9: Percentage of customers who found the process of making a new claim or reporting a change of circumstances easy

Benefit	New customers 2023 to 2024 (%)	Change of circumstances customers 2023 to 2024 (%)
Overall	79%	81%
UC	79%	86%
ESA	70%	64%
PIP	59%	67%
DLAc	59%	71%
AA	67%	80%
CA	92%	88%
SP	93%	81%
PC	87%	76%

Base: All New customers. Overall (3,135); UC (480); ESA (411); PIP (449); DLAc (234); AA (489); CA (405); SP (442); PC (225). Base: All Change of Circumstances customers. Overall (4,812); UC (1,185); ESA (586); PIP (592); DLAc (607); AA (353); CA (436); SP (419); PC (634).

Almost 9 out of 10 UC customers reported that their online account was easy to use

UC customers were asked how easy or difficult they found using their UC online account. Overall, 88% reported that it was easy to use.

Figure 10: Percentage of UC customers who found it easy or difficult to use their online account

Response	2023 to 2024 (%)
Easy	88%
Difficult	8%
Do not have access to online account	3%
Don’t know	1%

Base: All UC customers (2,662).

Around 3 quarters of customers reported they were able to get the information they needed the first time they tried

Overall, 76% of customers reported that when they were first in touch with DWP, they were able to get the information they needed the first time they tried. The results for individual benefits ranged from 72% for ESA to 86% for AA and CA.

Figure 11: Percentage of customers who reported being able to get the information they needed the first time they tried

Benefit	2023 to 2024 (%)
Overall	76%
UC	75%
ESA	72%
PIP	76%
DLAc	77%
AA	86%
CA	86%
SP	82%
PC	78%

Base: All customers who had communications by phone, online, video call, or in person. Overall (6,370); UC (1,558); ESA (838); PIP (864); DLAc (586); AA (496); CA (707); SP (629); PC (692).

Two thirds of customers reported that they did not have to contact DWP more than once to explain the same information

Overall, 66% of customers agreed they did not have to contact DWP more than once to explain the same information. The results for individual benefits ranged from 61% for ESA to 86% for SP.

Figure 12: Percentage of customers who did not have to contact DWP more than once to explain the same information about their new claim/change of circumstances

Benefit	2023 to 2024 (%)
Overall	66%
UC	63%
ESA	61%
PIP	65%
DLAc	74%
AA	82%
CA	75%
SP	86%
PC	68%

Base: All New and Change of Circumstances customers. Overall (7,947); UC (1,665); ESA (997); PIP (1,041); DLAc (841); AA (842); CA (841); SP (861); PC (859).

More than 7 out of 1 0 customers reported that it was easy to use DWP services

Overall, 77% of customers agreed that it was easy to use DWP services. The results for individual benefits ranged from 58% for ESA to 84% for CA.

Figure 13: Percentage of customers who agreed that it was easy to use DWP services

Benefit	2023 to 2024 (%)
Overall	77%
UC	80%
ESA	58%
PIP	65%
DLAc	73%
AA	81%
CA	84%
SP	82%
PC	78%

Base: All customers. Overall (9,075); UC (2,662); ESA (1,128); PIP (1,041); DLAc (841); AA (842); CA (841); SP (861); PC (859).

Communicate Clearly

Questions that relate to the Communicate Clearly Driver are reported below.

Eight out of 10 customers agreed that DWP communicated clearly with them

Overall, 80% of customers agreed that DWP communicated clearly with them. Results for individual benefits ranged from 73% for ESA to 88% for AA, CA, and SP.

Figure 14: Percentage of customers who agreed that DWP communicated clearly with them

Benefit	2023 to 2024 (%)
Overall	80%
UC	79%
ESA	73%
PIP	78%
DLAc	85%
AA	88%
CA	88%
SP	88%
PC	87%

Base: All customers. Overall (9,075); UC (2,662); ESA (1,128); PIP (1,041); DLAc (841); AA (842); CA (841); SP (861); PC (859).

Almost 8 out of 10 customers reported they had a good understanding of what would happen next

Overall, 79% of customers reported they had a good understanding of what would happen next during the claims process/when reporting a change of circumstances. Results for individual benefits ranged from 72% for ESA to 91% for SP.

Figure 15: Percentage of customers who agreed they had a good understanding of what would happen next

Benefit	2023 to 2024 (%)
Overall	79%
UC	78%
ESA	72%
PIP	77%
DLAc	84%
AA	87%
CA	87%
SP	91%
PC	83%

Base: All customers (excluding Not Applicable responses). Overall (8,908); UC (2,629); ESA (1,113); PIP (1,020); DLAc (832); AA (821); CA (826); SP (824); PC (843).

Almost 3 quarters of New customers reported that DWP told them when they should expect a decision on their benefit eligibility

This question was only asked to New customers. Overall, 74% of these customers reported that DWP told them when they should expect a decision about their benefit eligibility. This varied by benefit, ranging from 69% for ESA to 86% for DLAc.

Figure 16: Percentage of New customers who reported that DWP told them when they should expect a decision on their benefit eligibility

Benefit	2023 to 2024 (%)
Overall	74%
UC	74%
ESA	69%
PIP	78%
DLAc	86%
AA	79%
CA	73%
SP	72%
PC	79%

Base: All New customers. Overall (3,135); UC (480); ESA (411); PIP (449); DLAc (234); AA (489); CA (405); SP (442); PC (225).

More than 8 out of 10 new customers reported that decisions about their claim were explained clearly

This question was only asked to New customers. Overall, 83% of these customers reported that decisions about their claim were explained clearly. This ranged from 78% for ESA to 94% for AA and PC.

Figure 17: Percentage of New customers who reported that decisions about their claim were explained clearly

Benefit	2023 to 2024 (%)
Overall	83%
UC	80%
ESA	78%
PIP	82%
DLAc	89%
AA	94%
CA	89%
SP	88%
PC	94%

Base: All New customers (excluding Not Applicable responses). Overall (2,893); UC (461); ESA (399); PIP (439); DLAc (226); AA (426); CA (381); SP (348); PC (213).

Professional and Supportive

Questions that relate to the Professional and Supportive Driver are reported below.

Almost 8 out of 10 customers agreed that staff understood their needs

Overall, 79% of customers agreed that DWP staff understood their needs. The results for individual benefits ranged from 77% for UC and PIP to 90% for AA and CA.

Figure 18: Percentage of customers who agreed that staff understood their needs

Benefit	2023 to 2024 (%)
Overall	79%
UC	77%
ESA	81%
PIP	77%
DLAc	86%
AA	90%
CA	90%
SP	87%
PC	89%

Base: All customers who had phone, online, or in person contact (excluding Not Applicable responses). Overall (6,498); UC (1,896); ESA (886); PIP (859); DLAc (544); AA (502); CA (633); SP (481); PC (697).

Almost 3 quarters of customers agreed that DWP tailored services to their personal circumstances

Overall, 73% of customers agreed that the services they received from DWP were tailored to their specific circumstances. This ranged from 68% for ESA and PIP to 83% for CA.

Figure 19: Percentage of customers who agreed that DWP tailored services to their personal circumstances

Benefit	2023 to 2024 (%)
Overall	73%
UC	73%
ESA	68%
PIP	68%
DLAc	78%
AA	81%
CA	83%
SP	77%
PC	82%

Base: All New and Change of Circumstances customers (excluding Not Applicable responses). Overall (7,365); UC (1,589); ESA (954); PIP (980); DLAc (762); AA (731); CA (794); SP (729); PC (826).

More than 8 out of 10 customers agreed that DWP staff handled their request professionally

Overall, 83% of customers agreed that their request was handled professionally by DWP staff. This varied by benefit, ranging from 82% for UC to 93% for AA.

Figure 20: Percentage of customers who agreed that their request was handled professionally

Benefit	2023 to 2024 (%)
Overall	83%
UC	82%
ESA	85%
PIP	84%
DLAc	89%
AA	93%
CA	92%
SP	91%
PC	90%

Base: All customers who had phone/online/in person contact (excluding Not Applicable responses). Overall (6,731); UC (1,916); ESA (895); PIP (877); DLAc (581); AA (526); CA (685); SP (536); PC (715).

More than 8 out of 10 UC and ESA customers were satisfied with the employment support they received from their DWP work coach

85% of UC and ESA customers (combined), whose most recent appointment was to discuss employment support or their claimant commitment, were satisfied with the employment support they received from their DWP work coach. Conversely, 13% of UC and ESA customers were dissatisfied with this support.

Figure 21: Percentage of UC and ESA customers who were satisfied or dissatisfied with the employment support received from their work coach

Response	2023 to 2024 (%)
Satisfied	85%
Dissatisfied	13%
Don’t know	2%

Base: All UC and ESA customers whose most recent appointment was to discuss employment support or their claimant commitment excluding Not Applicable responses (461).

More than 3 quarters of UC customers reported that their work coach tailored their claimant commitment to their personal circumstances

This question was only asked to UC customers. 77% agreed that their work coach tailored their claimant commitment to their personal circumstances, whereas 15% disagreed.

Figure 22: Percentage of UC customers who agreed or disagreed that their work coach tailored their claimant commitment to their personal circumstances

Response	2023 to 2024 (%)
Agree	77%
Dissatisfied	15%
Don’t know	8%

Base: All UC customers excluding Not Applicable responses (2,239). 

Customer characteristics

The following section explores overall customer satisfaction by age, gender, ethnicity, and whether customers reported having a long-term health condition. It also looks at customers’ digital propensity.

Age: Older customers were more likely to be satisfied compared to younger customers

Customers from both the 66 to 74 and 75+ age groups were more likely to report being satisfied when compared to all other age groups. The differences in satisfaction between the 66+ age groups and the 25 to 65 age groups are statistically significant. The higher satisfaction scores of those aged 66 and over reflect the higher overall satisfaction observed among PC, SP, and AA customers. These are all retirement age benefits, and those in the 66+ age groups are more likely to have been surveyed in relation to one of these benefits. DLAc customers are excluded from the specific age groups as we do not know the age of the parent/guardian who completed the survey on behalf of the benefit recipient.

Figure 23: Percentage of customers who were satisfied with the services provided by DWP by age

Age	2023 to 2024 (%)
Overall	85%
16 to 24	88%
25 to 34	81%
35 to 44	85%
45 to 54	83%
55 to 60	84%
61 to 65	85%
66 to 74	92%
75+	91%

Base: All customers (excluding Don’t Know responses and all DLAc customers). Overall (8,000); 16 to 24 (448); 25 to 34 (943); 35 to 44 (1,117); 45 to 54 (1,111); 55 to 60 (858); 61 to 65 (859); 66 to 74 (1,406); 75+ (1,258).

Gender: Women were more likely to be satisfied than men

The difference in satisfaction between men and women is statistically significant.

Figure 24: Percentage of customers who were satisfied with the services provided by DWP by gender

Gender	2023 to 2024 (%)
Overall	85%
Female	86%
Male	83%

Base: All customers (excluding Don’t Know responses). Overall (8,836); Female (5,173); Male (3,663).

Ethnicity: Customers from Asian/Asian British and Other backgrounds were more likely to be satisfied than customers from the other ethnic groups

Satisfaction scores across ethnicity groups ranged from 73% for those who identified their ethnicity as Mixed/Multiple ethnicities to 94% for those who identified their ethnicity as Asian/Asian British. However, at 68%, satisfaction was lowest for those who preferred not to disclose their ethnicity during the survey. Satisfaction differences between the Black/African/Caribbean/Black British and Asian/Asian British groups and the White and Asian/Asian British groups are statistically significant.

Low base sizes for the Mixed/Multiple ethnicities and Other groups mean these scores should be treated with caution.

Figure 25: Percentage of customers who were satisfied with the services provided by DWP by ethnicity

Ethnicity	2023 to 2024 (%)
Overall	85%
Asian/Asian British	94%
Other	90%
Black/African/Caribbean/Black British	87%
White	85%
Mixed/Multiple ethnicities	73%
Prefer not to say	68%

Base: All customers (excluding Don’t Know responses). Overall (8,836); Black/African/Caribbean/Black British (308); Other (120); Asian/Asian British (374); White (7,642); Mixed/Multiple ethnicities (161); Prefer not to say (218).

A small number of participants declared they did not know their ethnicity. They were included in the analysis for the Overall group, although they do not appear separately in the chart or the base sizes.

Long-term health conditions: Customers who did not have a long-term health condition were more likely to be satisfied than customers with one or more health condition(s)

Customers who did not report having any long-term health conditions were more satisfied (90%) than those who reported having a physical health condition(s), a mental health condition(s), or both. The differences between the satisfaction of all groups with long-term health conditions compared to customers with no long-term health condition are statistically significant.

Amongst customers who reported having a long-term health condition, those who had only a physical health condition(s) were more likely to report being satisfied (86%) compared to those who had only a mental health condition(s) (80%) or reported having both physical and mental health conditions (79%). These results reflect the lower overall satisfaction scores observed for ESA and PIP, as the majority of these customers reported having either a mental health condition(s) or both physical and mental health conditions.

A long-term health condition or disability is defined as any physical or mental health condition or illness lasting or expected to last for 12 months or more, as self-reported by customers responding to the survey.

Figure 26: Percentage of customers who were satisfied with the services provided by DWP by whether they reported a long-term health condition

Health condition	2023 to 2024 (%)
Overall	85%
No health condition	90%
Physical health condition(s)	86%
Mental health condition(s)	80%
Both physical and mental health conditions	79%
Prefer not to say	83%

Base: All customers (excluding Don’t Know responses). Overall (8,836); No health condition (2,856); Physical health condition(s) (2,482); Mental health condition(s) (973); Both physical and mental health conditions (2,136); Prefer not to say (389).

Long-term health condition profile

This section explores the customer composition by long-term health conditions.

Almost 6 out of 10 customers reported having a long-term health condition(s)

19% of customers reported having only a physical health condition(s); 15% reported having only a mental health condition(s); and 24% reported having both physical and mental health conditions. More than one in 3 customers reported they had no long-term conditions (36%).

Figure 27: Percentage of customers by whether or not they have a long-term health condition(s)

	Percentage
Long-term physical health condition	19%
Long-term mental health condition	15%
Long-term physical and mental health condition	24%
Long term health conditions total	58%
No long-term health conditions	36%
Prefer not to say	6%

Base: All customers (9,075).

Digital propensity

This section explores customers’ digital propensity.

More than 9 out of 10 of the customers who participated in the survey declared they had internet access

Overall, 94% of customers reported they could access the internet, either at home or elsewhere. However, this varied by benefit, ranging from 78% for PC to 97% for DLAc and SP.

Figure 28: Percentage of customers who had access to the internet

Benefit	2023 to 2024 (%)
Overall	94%
UC	96%
ESA	87%
PIP	92%
DLAc	97%
AA	83%
CA	96%
SP	97%
PC	78%

Base: All customers. Overall (9,075); UC (2,662); ESA (1,128); PIP (1,041); DLAc (841); AA (842); CA (841); SP (861); PC (859).

The majority of customers said they could have accessed government services using the internet

Customers were asked if, had it been available, they could have used the internet to access government services. Overall, 68% reported they could do so without help. This varied widely by benefit, from 38% for PC to 81% for SP. A further 17% of all customers could have accessed these services with help.

Figure 29: Percentage of customers who could have accessed government services using the internet if it was available

Benefit	Yes, without help 2023 to 2024 (%)	Yes, with help 2023 to 2024 (%)	Total
Overall	68%	17%	85%
UC	72%	14%	87%
ESA	42%	30%	72%
PIP	49%	30%	79%
DLAc	75%	13%	88%
AA	45%	29%	75%
CA	71%	14%	85%
SP	81%	11%	93%
PC	38%	23%	62%

Base: All customers. Overall (9,075); UC (2,662); ESA (1,128); PIP (1,041); DLAc (841); AA (842); CA (841); SP (861); PC (859).

Note: The group percentages in the chart may not sum to the total percentages due to rounding.

1. Because of the smaller number of DLAc customers, the sample was extended to include New customers who had contact with DWP over a period of 4 months for quarter one and 5 months from quarter 2 onwards. This is to ensure robust results for the DLAc New customer group. ↩

2. This report refers to “staff” to reflect the wording used when the questionnaire was designed. In future, this will be updated to “colleagues”. ↩