Research examining customers’ experiences of DWP’s complaints process
This report presents findings from qualitative interviews with customers on customer experiences of the Department for Work and Pension's (DWP's) complaints process.
Documents
Details
Research background
This report describes qualitative research conducted by Verian, on behalf of DWP, to understand:
-
what influences customers to complain, or prevents them from complaining
-
how customers experience DWP’s complaints process
Contribution to the evidence base
Gathering this evidence is crucial to improving the formal complaints procedure and reducing complaint volumes by improving DWP services.
Research value
Understanding what leads customers to complain will help the department to improve the service it offers to customers. Better service should generate fewer complaints, reducing the costs of handling complaints. These findings will also help the department improve the complaints process.