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.