Research and analysis

DWP Customer Experience Survey: Child Maintenance Service Customers 2025 to 2026

An overview of customers’ ease of use, satisfaction and experience of the service they received from DWP Child Maintenance Service (CMS) 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 for the Child Maintenance Service 2025 to 2026

Ref: ISBN 978-1-80786-049-3, Research Report No. 1149

HTML

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 the Child Maintenance Service (CMS). It looks at:

• overall ease of use of services provided by CMS
• overall customer satisfaction with the service provided by CMS
• customer characteristics including equality measures and digital access
• customer experience questions which align to 5 Customer Experience Drivers
  • Get it Right
  • Ease of Use
  • Communicate Clearly
  • Professional and Supportive
  • Trusted

This report presents findings from surveys conducted with 2,313 CMS customers. Fieldwork was independently conducted by IFF Research.

Research value

Findings from CES are used by CMS to inform improvements in service delivery.

Published 24 September 2026