Official Statistics

12. Public opinion of DWP service levels: data table

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(12) Public opinion of DWP service levels
Data source
DWP Claimant Service and Experience Survey (2013).
DWP Administrative Data
Time period and availability
Breakdowns for this indicator are currently available by age, disability, ethnicity and gender.
What does this tell us?
The data gives us the figures for people who responded to the Claimant Service and Experience Survey, and whether they responded positively or not.
For example, 82% of 18-24 year olds that responded were either 'fairly' or 'very' satisfied
How will an improvement be shown?
An increase in the percentage of claimants who responded as fairly' or 'very' satisfied, would highlight an improvement in our services.
Likewise, a reduction in the percentage who were 'farily' or 'very' dissatisfied can also be seen as an improvement.
Links to other information that you may find useful
Table 12.1: Overall satisfaction by Age
Age Claimant's reported satisfaction
Percentage of customers who are either 'fairly' or 'very' satisfied Percentage of customers who are either 'fairly' or 'very' dissatisfied
16-24 82 18
25-34 82 17
35-44 79 19
45-54 81 18
55-60 79 19
61-65 87 11
66-74 90 9
75+ 87 8
Respondents in age groups 61 to 74 were more likely to be ‘very’ or ‘fairly’ satisfied than those under 61, or over 74. Respondents over 74 were more likely to be satisfied than those aged between 35 and 54.
Source: DWP Claimant Service and Experience Survey (2013).
Notes:
1. Significance testing is conducted at the 95% confidence level. Where mention is made of a difference between groups this is based on significance testing.
Table 12.2: Overall satisfaction by Disability
Long-standing illness or disability that limited daily activities or work Claimant's reported satisfaction
Percentage of customer's who are either 'fairly' or 'very' satisfied Percentage of customer's who are either 'fairly' or 'very' dissatisfied
Yes 78 20
No 84 15
Respondents who reported having a disability were less likely to be satisfied than those who did not.
Source: DWP Claimant Service and Experience Survey (2013).
Notes:
1. Significance testing is conducted using the 95% confidence level. Where mention is made of a difference between groups this is based on significance testing.
Table 12.3: Overall satisfaction by Ethnicity
Ethnicity Claimant's reported satisfaction
Percentage of customer's who are either 'fairly' or 'very' satisfied Percentage of customer's who are either 'fairly' or 'very' dissatisfied
White 82 17
Asian 78 20
Black 86 14
Mixed/Other 67 32
Respondents in the Mixed/Other group were less likely to report being very or fairly satisfied than each of the other ethnicity groups.
Asian respondents were less likely to report being very or fairly satisfied than Black respondents.
Source: DWP Claimant Service and Experience Survey (2013).
Notes:
1. Significance testing is conducted using the 95% confidence level. Where mention is made of a difference between groups this is based on significance testing.
Table 12.4: Overall satisfaction by Gender
Gender Claimant's reported satisfaction
Percentage of customer's who are either 'fairly' or 'very' satisfied Percentage of customer's who are either 'fairly' or 'very' dissatisfied
Male 78 21
Female 84 14
Male respondents were significantly more likely to be dissatisfied than female respondents.
Source: DWP Claimant Service and Experience Survey (2013).
Notes:
1. Significance testing is conducted using the 95% confidence level. Where mention is made of a difference between groups this is based on significance testing.