Research and analysis

DWP claimant service and experience survey 2018 to 2019

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: 20 July 2020

Documents

Claimant Service and Experience Survey 2018 to 2019

Ref: ISBN 978-1-78659-178-4, RR986

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Claimant service and experience survey 2018 to 2019

Ref: ISBN 978-1-78659-178-4 , RR986

PDF, 463 KB, 31 pages

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Summary: Claimant service and experience survey 2018 to 2019

Ref: ISBN 978-1-78659-178-4

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Methodological note: Claimant service and experience survey 2018 to 2019

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Data tables: Claimant service and experience survey 2018 to 2019

ODS, 288 KB

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Details

This research provides an overall assessment of claimant satisfaction with DWP benefit services for 10 benefits. The survey was conducted between August 2018 and May 2019. It looked at:

• claimant satisfaction with services provided by DWP, measured against overall satisfaction and 4 areas of the customer charter (getting it right, keeping you informed, ease of access and right treatment)
• how claimants are interacting with DWP services, including communication channels, digital access and perceptions about staff

Interviews are carried out every 3 months with around 15,000 claimants. A research report is published each year with detailed data tables and a methodological note. Read the DWP claimant service and experience survey 2017 to 2018.

The department will use the research to:

• monitor performance of claimant satisfaction with services across benefits and inform service delivery improvements
• measure the overall satisfaction performance indicator in the DWP single departmental plan
• understand claimant use of digital services and different communication channels

Authors: Steven Coutinho, David Xu, Simon Edscer and Charlotte Saunders of Kantar Public.

Published 20 July 2020