Official Statistics
12. Public opinion of DWP service levels: data table
Updated 11 July 2014
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| (12) Public opinion of DWP service levels | |||||||||||||||
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| Data source | |||||||||||||||
| DWP Claimant Service and Experience Survey (2013). | |||||||||||||||
| DWP Administrative Data | |||||||||||||||
| Not set | |||||||||||||||
| Time period and availability | |||||||||||||||
| Breakdowns for this indicator are currently available by age, disability, ethnicity and gender. | |||||||||||||||
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| 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 | |||||||||||||||
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| 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. | |||||||||||||||
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| Links to other information that you may find useful | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set |
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| Table 12.1: Overall satisfaction by Age | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set |
| Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set |
| Age | Claimant's reported satisfaction | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set |
| Not set | Percentage of customers who are either 'fairly' or 'very' satisfied | Percentage of customers who are either 'fairly' or 'very' dissatisfied | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set |
| 16-24 | 82 | 18 | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set |
| 25-34 | 82 | 17 | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set |
| 35-44 | 79 | 19 | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set |
| 45-54 | 81 | 18 | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set |
| 55-60 | 79 | 19 | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set |
| 61-65 | 87 | 11 | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set |
| 66-74 | 90 | 9 | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set |
| 75+ | 87 | 8 | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set |
| Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set |
| 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. | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set |
| Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set |
| Source: DWP Claimant Service and Experience Survey (2013). | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set |
| Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set |
| Notes: | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set |
| 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. | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set |
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| Table 12.2: Overall satisfaction by Disability | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set |
| Not set | |||||||||||||||
| Long-standing illness or disability that limited daily activities or work | Claimant's reported satisfaction | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set |
| Not set | Percentage of customer's who are either 'fairly' or 'very' satisfied | Percentage of customer's who are either 'fairly' or 'very' dissatisfied | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set |
| Yes | 78 | 20 | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set |
| No | 84 | 15 | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set |
| Not set | |||||||||||||||
| Respondents who reported having a disability were less likely to be satisfied than those who did not. | Not set | Not set | |||||||||||||
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| Source: DWP Claimant Service and Experience Survey (2013). | Not set | Not set | |||||||||||||
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| Notes: | Not set | Not set | |||||||||||||
| 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. | Not set | Not set | |||||||||||||
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| Table 12.3: Overall satisfaction by Ethnicity | Not set | Not set | |||||||||||||
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| Ethnicity | Claimant's reported satisfaction | Not set | |||||||||||||
| Not set | 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 | |||||||||||||
| Not set | |||||||||||||||
| Respondents in the Mixed/Other group were less likely to report being very or fairly satisfied than each of the other ethnicity groups. | Not set | Not set | |||||||||||||
| Asian respondents were less likely to report being very or fairly satisfied than Black respondents. | Not set | Not set | |||||||||||||
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| Source: DWP Claimant Service and Experience Survey (2013). | Not set | Not set | |||||||||||||
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| Notes: | Not set | Not set | |||||||||||||
| 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. | Not set | Not set | |||||||||||||
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| Table 12.4: Overall satisfaction by Gender | Not set | Not set | |||||||||||||
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| Gender | Claimant's reported satisfaction | Not set | |||||||||||||
| Not set | 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 | |||||||||||||
| Not set | |||||||||||||||
| Male respondents were significantly more likely to be dissatisfied than female respondents. | |||||||||||||||
| Not set | |||||||||||||||
| Source: DWP Claimant Service and Experience Survey (2013). | |||||||||||||||
| Not set | |||||||||||||||
| 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. |