Research and analysis

Jobcentre Plus customer survey 2011(RR775)

Survey to monitor satisfaction with the service by identifying particular elements which lead to higher and lower levels of satisfaction.

Documents

Jobcentre Plus customer survey 2011(RR775): report

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Jobcentre Plus customer survey 2011(RR775): appendices

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Jobcentre Plus customer survey 2011(RR775): summary

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Detail

By Nicholas Howat and Emily Pickering

In 2010 a feasibility study into the future of the Jobcentre Plus Customer Survey recommended several changes to the research including a move to more regular surveys and changes to the structure of the questionnaire (for further detail, see DWP Report No. 681 Feasibility study for the future Jobcentre Plus Customer Satisfaction Survey. The main objective of the new survey is to monitor satisfaction with the service by identifying particular elements which lead to higher and lower levels of satisfaction. The survey also helps to identify elements of the service that generate unnecessary contacts and leads to inefficiencies in delivery. This report presents the findings from the first year of the new survey.

Fieldwork took place between the 19 January and the 30 March and in total 2,803 telephone interviews were completed, providing nationally representative feedback from Jobseeker’s Allowance, Income Support, Employment Support Allowance and Incapacity Benefit claimants.