Research and analysis

DWP claimant service and experience survey 2015 to 2016

This research monitors claimants鈥� 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 鈥� See all updates

Documents

Ref: ISBN 978 1 911003 67 0, RR955

PDF, 368 KB, 28 pages

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PDF, 177 KB, 5 pages

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PDF, 249 KB, 14 pages

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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鈥檚 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鈥� views of the service to measure the department鈥檚 performance against its customer charter

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

Updates to this page

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

  1. Corrected research report number. Changed from RR943 to RR955.

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

  3. First published.

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