Research and analysis

DWP claimant service and experience survey 2017 to 2018

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: 31 January 2019
• Last updated: 21 February 2019 — See all updates

Documents

DWP claimant service and experience survey 2017 to 2018

Ref: ISBN 978-1-78659-127-2, RR971

PDF, 430 KB, 38 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.

Summary DWP claimant service and experience survey 2017 to 2018

Ref: ISBN 978-1-78659-127-2

HTML

Summary DWP claimant service and experience survey 2017 to 2018

PDF, 1.06 MB, 4 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.

Methodological note: DWP claimant service and experience survey 2017 to 2018

PDF, 402 KB, 29 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.

Data tables: DWP claimant service and experience survey 2017 to 2018

ODS, 252 KB

This file is in an OpenDocument format

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

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 Charlotte Saunders (Kantar Public).

Published 31 January 2019
Last updated 21 February 2019 + show all updates

1. 21 February 2019

   Added new table to the data tables: 5.18 Percentage of claimants who feel DWP took their personal circumstances into consideration when setting up commitments, by benefit type.

2. 31 January 2019

   First published.