Research and analysis

National 2009 Jobcentre Plus Customer Satisfaction Research (RR 657)

This report presents the findings of the national 2009 Jobcentre Plus Customer Satisfaction Research.

From:
Department for Work and Pensions
Published
1 July 2010

Documents

National 2009 Jobcentre Plus Customer Satisfaction Research (RR657): report

Ref: ISBN 978-1-84712-775-4

PDF, 2.35 MB, 164 pages

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National 2009 Jobcentre Plus Customer Satisfaction Research (RR657): appendices

PDF, 620 KB, 98 pages

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National 2009 Jobcentre Plus Customer Satisfaction Research (RR657): summary

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Details

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.

Published 1 July 2010