Research and analysis

DWP Customer Experience Survey: Benefit Customers 2022 to 2023

This report provides an overview of benefit customers’ satisfaction and experience of the service they received from DWP between April 2022 and March 2023.

• From: Department for Work and Pensions
• Published: 29 August 2024

Documents

DWP Customer Experience Survey: Benefit Customers 2022 to 2023

Ref: ISBN 978-1-78659-685-7 , RR 1062

HTML

Summary: DWP Customer Experience Survey: Benefit Customers 2022 to 2023

HTML

DWP Customer Experience Survey: Benefit Customers 2022 to 2023

Ref: ISBN 978-1-78659-685-7, RR 1062

PDF, 334 KB, 36 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 8,867 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