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

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

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

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