Research and analysis
DWP claimant service and experience survey 2013
Research to monitor claimants’ satisfaction and to make sure their views are considered in operational and policy planning.
Documents
Details
We commissioned the 2013 DWP claimant and customer service and experience survey in order to monitor claimants’ satisfaction with DWP service delivery. It helps ensure that the claimant voice is heard when it comes to operational and policy planning.
The survey’s key objectives were:
- to capture claimants’ views and experiences of DWP’s service from claimants who used their services in the last 6 months
- to detect variations in the experiences of claimants in receipt of different benefits
- to identify which elements of the service claimants view most favourably, and which they feel need most improvement
The survey fieldwork took place between 10 July and 22 September 2013. In total 6,252 interviews were completed with claimants in receipt of the following benefits:
- Jobseeker’s Allowance (JSA)
- Employment and Support Allowance (ESA)
- Income Support (IS)
- Disability Living Allowance (DLA)
- Carer’s Allowance (CA)
- Attendance Allowance (AA)
- Pension Credit (PC), and
- State Pension (SP)
The findings from this survey have been used:
- for the development of the new Customer Charter which was re-launched this year
- to produce the ‘Public opinion of DWP service levels’ indicator – one of the DWP business plan transparency measures
- to help understand how our customer service can be improved
Authors: Sarah Hingley, Dr. Eleni Romanou, Nicholas Howat
The previous survey report
Read the 2012 report – DWP claimant service and experience survey 2012.