By Jan Shury and Christoph Koerbitz
This quantitative research was comprised of 2001 interviews in two separate surveys. The first survey sought to establish the customer profiles of service users by exploring the ways in which customers became aware of the Pension Tracing Service (PTS), how they accessed it and their reasons and motivations for using the service. In the second survey, the outcomes of customer enquiries were explored in detail to find out how successful people were in recovering their missing pensions. The research was carried out by IFF Research on behalf of the Department for Work and Pensions (DWP).