Research and analysis

DWP claimant service and experience survey 2016 to 2017

This research monitors claimants' satisfaction with DWP services and ensures their views are considered in operational and policy planning.

• From: Department for Work and Pensions
• Published: 22 February 2018
• Last updated: 28 June 2018 — See all updates

Documents

DWP claimant service and experience survey 2016 to 2017

Ref: ISBN 978-1-78659-019-0, RR953

PDF, 413 KB, 28 pages

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Summary: DWP claimant service and experience survey 2016 to 2017

PDF, 404 KB, 4 pages

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Methodological note: DWP claimant service and experience survey 2016 to 2017

PDF, 389 KB, 24 pages

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Data tables: DWP claimant service and experience survey 2016 to 2017

MS Excel Spreadsheet, 600 KB

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Details

The objectives of this research are to:

• monitor claimant satisfaction with services provided by the Department for Work and Pensions (DWP) across 10 benefits, measured against overall satisfaction and the customer charter
• understand how claimants are interacting with DWP services, including use of digital services and different communication channels
• capture the views and experiences of DWP’s services and staff from claimants who have been in contact with DWP recently

Authors: Sarah Cheesbrough, Steven Coutinho, David Xu, Simon Edscer and Hannah Webster (Kantar Public).

Published 22 February 2018
Last updated 28 June 2018 + show all updates

1. 28 June 2018

   Updated the data tables to correct the total dissatisfaction levels in the equality measures tables, 8.1 to 8.7 (demographics).

2. 23 March 2018

   Published revised report and methodological note. The documents have been revised to make the methodological caveats around disallowed cases clearer.

3. 22 February 2018

   First published.