Research and analysis

DWP Customer Experience Survey: Benefit Customers 2023 to 2024

This report provides an overview of benefit customers’ satisfaction and experience of the service they received from DWP between April 2023 and March 2024.

• From: Department for Work and Pensions
• Published: 29 August 2024
• Last updated: 27 November 2024 — See all updates

Documents

DWP Customer Experience Survey: Benefit Customers 2023 to 2024

Ref: ISBN 978-1-78659-708-3, RR 1065

HTML

Summary: DWP Customer Experience Survey: Benefit Customers 2023 to 2024

HTML

DWP Customer Experience Survey: Benefit Customers 2023 to 2024

Ref: ISBN 978-1-78659-708-3, RR 1065

PDF, 320 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 9,075 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 27 November 2024 + show all updates

1. 27 November 2024

   In the HTML version of the full report, [1] corrected the figure in figure 12 for the overall percentage of customers who did not have to contact DWP more than once to explain the same information about their new claim/change of circumstances from 65% to 66% (the PDF is correct); [2] corrected the figure in figure 25 for percentage of customers who were satisfied with the services provided by DWP by 'other' ethnicity, from 81% to 90% (the PDF is correct).

2. 29 August 2024

   First published.