Research and analysis

DWP Customer Experience Survey: Benefit Customers 2025 to 2026

Overview of benefit customers’ satisfaction and experience of the service they received from the Department for Work and Pensions (DWP) between April 2025 and March 2026.

• From: Department for Work and Pensions
• Published: 24 September 2026

Applies to England, Scotland and Wales

Documents

DWP Customer Experience Survey: Benefit Customers 2025 to 2026

Ref: ISBN 978-1-80786-048-6, 1148

HTML

Details

Research background

The 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 questions which align to 5 customer experience drivers:  

  • Get it right  

  • Ease of use 

  • Communicate clearly 

  • Professional and supportive 

  • Trusted 

  • Customer characteristics including equality measures and digital access 

This report presents findings from surveys conducted with 9,781 benefit customers. Fieldwork was independently conducted by IFF Research.

Research value 

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

Published 24 September 2026