Working Paper No. 104
By Nick Howat, Erica Garnett and Oliver Norden
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 Working Paper presents the headline findings for 2010/2011 survey. Detailed analysis and findings will be published in a full report in the autumn 2011.
The fieldwork took place in two separate waves:
- 15 September 2010 and 21 October 2010, and
- 28 February 2011 and 26 April 2011.
In total 5,002 PDCS interviews were achieved.