Research and analysis

DWP claimant service and experience survey 2015 to 2016

This research monitors claimants’ satisfaction with DWP services and ensures their views are considered in operational and policy planning.

• From: Department for Work and Pensions
• Published: 17 January 2017
• Last updated: 7 March 2018 — See all updates

Documents

DWP claimant service and experience survey 2015 to 2016

Ref: ISBN 978 1 911003 67 0, RR955

PDF, 368 KB, 28 pages

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Executive summary: DWP claimant service and experience survey 2015 to 2016

PDF, 177 KB, 5 pages

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Methodological note: DWP claimant service and experience survey 2015 to 2016

PDF, 249 KB, 14 pages

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Data tables: DWP claimant service and experience survey 2015 to 2016

MS Excel Spreadsheet, 1.24 MB

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Details

The objectives of this research are to:

• capture the views and experiences of DWP’s service from claimants, or their representatives, who used their services recently
• identify differences in the views and experiences of people claiming different benefits
• use claimants’ views of the service to measure the department’s performance against its customer charter

Authors: Richard Brind, Sarah Cheesbrough, Steven Coutinho, David Xu and Hannah Webster (Kantar Public UK).

Published 17 January 2017
Last updated 7 March 2018 + show all updates

1. 7 March 2018

   Corrected research report number. Changed from RR943 to RR955.

2. 27 January 2017

   Amended guidance section of the data tables to clarify why certain percentages add up to more than 100%.

3. 17 January 2017

   First published.