Perceptions of the Department for Work and Pensions: wave 3 (October to November 2025)
Quantitative research with the general public and the Department for Work and Pensions’ customers (fieldwork October to November 2025)
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Details
Summary
The report presents findings from the third wave of a survey on public and customer perceptions of the Department for Work and Pensions (DWP).
Research background
This research was commissioned to understand how the public and DWP customers view the department and its services.
The survey covers:
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use and awareness of DWP brands and benefits
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knowledge of what DWP does
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views about how DWP delivers its services
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trust in DWP
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accessing services
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support for specific groups
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satisfaction with JCP offices
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knowledge of Personal Independence Payment eligibility
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balancing payment accuracy with asking for more personal data
Contribution to the evidence base
This report adds to DWP’s evidence on public perceptions and customer experience.
It builds on the first and second wave of the Perceptions of DWP survey.
The findings help DWP track changes in sentiment towards the department.
Research value
DWP uses these findings to improve how the organisation communicates and delivers services.
Other government departments, policymakers, and researchers can use the findings to inform their work on social welfare and public services.