Research and analysis

DWP Customer Experience Survey: Benefit Customers 2021 to 2022

This report provides an overview of benefit customers’ satisfaction and experience of the service they received from DWP between April 2021 and March 2022.

• From: Department for Work and Pensions
• Published: 29 August 2024
• Last updated: 21 November 2024 — See all updates

Documents

DWP Customer Experience Survey: Benefit Customers 2021 to 2022

Ref: ISBN 978-1-78659-683-3, RR 1060

HTML

Summary: DWP Customer Experience Survey: Benefit Customers 2021 to 2022

Ref: ISBN 978-1-78659-683-3, RR 1060

HTML

DWP Customer Experience Survey: Benefit Customers 2021 to 2022

Ref: ISBN 978-1-78659-683-3, RR 1060

PDF, 304 KB, 35 pages

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Details

Research background

The Department for Work and Pensions (DWP) Customer Experience Survey (CES) is an ongoing survey designed to monitor customer satisfaction with the services offered by DWP. It looks at:

• overall customer satisfaction with the service provided by DWP
• customer experience questions which align to four Customer Experience Drivers:
  • Get it Right
  • Make it Easy
  • Communicate Clearly
  • Professional and Supportive
• customer characteristics including equality measures and digital access

This report presents findings from interviews conducted with 7,137 benefit customers. Fieldwork was independently conducted by Ipsos (previously known as Ipsos MORI).

Research value

Findings from CES are used across DWP to inform improvements in service delivery.

Published 29 August 2024
Last updated 21 November 2024 + show all updates

1. 21 November 2024

   In the HTML version of the full report, corrected all the percentages in figure 27 "Percentage of customers who had access to the internet". The PDF was correct.

2. 29 August 2024

   First published.