Compensation Recovery Unit customer satisfaction 2021
Published 7 June 2022
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The Department for Work and Pensions (DWP) Compensation Recovery Unit (CRU) has recently conducted our satisfaction survey to assess the level of service that we provide.
The overall findings of the survey highlights that 99% of our customers find staff friendly helpful and polite when dealing with their enquiries. Customer also rate our staff very highly in terms of being dealt with fairly and respectfully when using our services.
In terms of information and correspondence received by our customers, 98% of respondents feel it is easy to understand and fulfilled their requirements.
With regards to using our services, 97% of our customers felt they could contact us in a way that suits them.
Although still highly rated by 96% of our customers, who confirm that calls are answered promptly, we recognise that improvements can be made in this area. We will continue to promote DWP Customer Service standards and to raise awareness of our legislative requirements, under the law, where CRU has up to 28 days to issue a Certificate.
The overall satisfaction rating by customers who use our services is 98% and we would like to thank everyone who participated in the survey and provided invaluable feedback.
We are committed to continue to seek to improve the services we provide and will use all the feedback we receive and will continue to work with our customers to further develop DWP online services where appropriate.