Research and analysis
DWP Customer Experience Survey: Child Maintenance Service 2020 to 2021
This report provides an overview of customers’ satisfaction and experience of the service they received from the DWP Child Maintenance Service (CMS) between April 2020 and March 2021.
Documents
Details
Research background
The 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 CMS;
- customer experience measured against the four areas of the DWP Customer Charter (Right Treatment, Easy Access, Keeping you Informed and Getting it Right); and
- customer characteristics, including equality measures and digital access
This report presents findings from interviews conducted with 3,365 CMS customers. Fieldwork and data analysis was independently conducted by Ipsos MORI.
Research value
Findings from CES are used across the Department for Work and Pensions to inform improvements in service delivery.