Research and analysis

Universal Credit full service claimant survey

This report presents findings from a telephone survey of Universal Credit full service claimants.

From:
Department for Work and Pensions
Published
8 June 2018

Documents

Universal Credit full service survey

Ref: ISBN 978-1-5286-0490-1, RR958

PDF, 2.81 MB, 82 pages

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Summary: Universal Credit full service survey

PDF, 136 KB, 2 pages

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Details

This report provides findings from a 2 wave telephone survey undertaken with Universal Credit full service claimants. The research was carried out by IFF Research between March and September 2017.

The study aimed to:

  • increase the Department for Work and Pensions’ evidence base, to inform potential refinements to the fully digitalised service
  • gather information on user experience and outcomes especially for those previously excluded from Universal Credit live service but eligible for Universal Credit full service
  • understand whether and how a move to a digital service affects claimants’ behaviours and labour market engagement

The findings from this report have been used to improve the delivery and design of Universal Credit for claimants.

Authors: Rowan Foster, Lorna Adams, Siv Svanaes, Catherine O’Driscoll and Dominic Thomson (IFF Research).

Published 8 June 2018

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