Research and analysis

Feasibility study for the future Jobcentre Plus Customer Satisfaction Survey (RR681)

Findings from a feasibility study which explores potential design options for a new measure of Jobcentre Plus customer satisfaction.

Documents

Feasibility study for the future Jobcentre Plus Customer Satisfaction Survey (RR681): report

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Feasibility study for the future Jobcentre Plus Customer Satisfaction Survey (RR681): summary

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Detail

By Eleni Romanou and Nick Howat

Jobcentre Plus has traditionally conducted a biennial customer satisfaction survey and follow-up qualitative study in order to monitor levels of customer satisfaction and identify potential areas for improvement. It was necessary to update the survey questionnaire to ensure it captures the key indicators of Departmental Strategic Objective Seven (DSO7), and to increase the frequency of reporting to enable faster implementation of operational changes in response to findings.

This report presents findings from a feasibility study which explores potential design options for a new measure of Jobcentre Plus customer satisfaction.