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Data, Freedom of Information releases and corporate reports
Research on customers who always needs help with their personal tax and/or benefits and credits, to improve service design and delivery.
Customer satisfaction performance levels against key performance indicators set for DIO Operations Accommodation and MODern Housing Solutions (MHS).
A research report summarising findings from quantitative research exploring attitudes to digitisation among the Child Benefit populations.
This research explores experiences and information needs of tax credit customers as they make the transition to Universal Credit.
CMA finds that Nationwide Building Society breached Article 4 of the Payment Protection Insurance Market Investigation Order 2011 by providing incorrect information to PPI customers.
This report shows the Home Office’s progress towards implementing guidance on customer service telephone numbers.
The Coal Authority has a diverse customer group. This year we will concentrate on 3 key priorities with a focus on accessibility and inclusion.
Jonathan has a breadth of experience in defining and delivering strategies across customer service and Transformation in both the public and private sectors. His roles have previously included working at the Civil Aviation Authority, where notably he led the customer...
Rules on consumer and business sales contracts under the Unfair Contract Terms Act and Unfair Terms in Consumer Contracts Regulations
Immigration staff guidance on considering premium customer service applications from PBS sponsors.
Research on reducing error and fraud and the transition to Universal Credit.
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