Research and analysis

DWP claimant service and experience survey 2013

Research to monitor claimants바카라 사이트™ satisfaction and to make sure their views are considered in operational and policy planning.

• From: Department for Work and Pensions
• Published: 16 October 2014

Documents

Ref: ISBN 978 1 910219 46 1, RR884

PDF, 2.77 MB, 193 pages

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PDF, 301 KB, 2 pages

This file may not be suitable for users of assistive technology.

Request an accessible format.

If you use assistive technology (such as a screen reader) and need a version of this document in a more accessible format, please email accessible.formats@dwp.gov.uk. Please tell us what format you need. It will help us if you say what assistive technology you use.

Details

We commissioned the 2013 DWP claimant and customer service and experience survey in order to monitor claimants바카라 사이트™ satisfaction with DWP service delivery. It helps ensure that the claimant voice is heard when it comes to operational and policy planning.

The survey바카라 사이트™s key objectives were:

• to capture claimants바카라 사이트™ views and experiences of DWP바카라 사이트™s service from claimants who used their services in the last 6 months
• to detect variations in the experiences of claimants in receipt of different benefits
• to identify which elements of the service claimants view most favourably, and which they feel need most improvement

The survey fieldwork took place between 10 July and 22 September 2013. In total 6,252 interviews were completed with claimants in receipt of the following benefits:

• Jobseeker바카라 사이트™s Allowance (JSA)
• Employment and Support Allowance (ESA)
• Income Support (IS)
• Disability Living Allowance (DLA)
• Carer바카라 사이트™s Allowance (CA)
• Attendance Allowance (AA)
• Pension Credit (PC), and
• State Pension (SP)

The findings from this survey have been used:

• for the development of the new Customer Charter which was re-launched this year
• to produce the 바카라 사이트˜Public opinion of DWP service levels바카라 사이트™ indicator 바카라 사이트“ one of the DWP business plan transparency measures
• to help understand how our customer service can be improved

Authors: Sarah Hingley, Dr. Eleni Romanou, Nicholas Howat

The previous survey report

Read the 2012 report 바카라 사이트“ DWP claimant service and experience survey 2012.

Published 16 October 2014