Research and analysis

Understanding employer satisfaction with DWP: working paper no. 76

Research to understand the factors driving employers' perceptions of DWP services and to test an approach for measuring employer customer satisfaction.


Understanding employer satisfaction with DWP

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By Suzanne Hall

This research was part of a broad research programme aimed at assessing DWP progress towards departmental strategic objective 7 (to be ‘exemplar of effective service delivery’).

It was focused on the needs of employers and sought to understand the factors driving employers’ perceptions of satisfaction with DWP services. It also sought to test an approach for measuring employer customer satisfaction.

The research was exploratory and aimed to provide information that would contribute to the design of much more substantial later studies on employer satisfaction. It comprised a mixture of methodologies over 2 phases. Phase 1 consisted of:

  • desk research of previous studies on employers’ attitudes to DWP
  • qualitative interviews with employers
  • key driver analysis (KDA) of earlier surveys on employer satisfaction

The findings from phase 1 were then used to develop a questionnaire for assessing levels of satisfaction with DWP, which was tested in a telephone survey of 250 employers. This report presents the findings from all elements of the research and shows how the information collected has contributed to the department’s ongoing measurement of employer satisfaction levels.

Published 26 February 2010