By Nick Howat, Oliver Norden and Erica Garnett
The Pension, Disability and Carers Service (PDCS) Customer Satisfaction Monitor was commissioned to regularly monitor the satisfaction of PDCS customers with the service it provides, provide real time feedback of the customer experience and ensure that the customer voice could be heard when it comes to operational and policy planning. It was conducted by TNS-BNRB on behalf of the Department for Work and Pensions.
This report presents the findings of the Annual Report for 2009/10.
The fieldwork took place in four separate waves:
- 28 July 2009 and 31 August 2009
- 10 November 2009 and 10 December 2009
- 15 February 2010 and 23 March 2010
- 8 July 2010 and 17 August 2010.
In total, 5,941 PDCS interviews were achieved.