This report presents the findings of the national 2009 Jobcentre Plus Customer Satisfaction Research.
by Andrew Thomas, Nick Coleman, Jenny Turtle, Sarah Bone, Claire Bassett and James Mason
This report presents the findings of the national 2009 Jobcentre Plus Customer Satisfaction Research, which included:
- a quantitative survey of Income Support, Incapacity Benefit and Jobseeker’s Allowance customers
- qualitative follow-up research with Jobcentre Plus staff and customers
- a small-scale qualitative study of satisfaction amongst claimants of Employment and Support Allowance.
The research reports levels of customer satisfaction with Jobcentre Plus services and identifies the key drivers of satisfaction.