Corporate report
(CSV) Public opinion of DWP service levels – DWP equality information 2011 (data)
Updated 31 January 2012
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| 12. Public Opinion of DWP Service Levels | |||||||||
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| Table 12.1.1: Customer's reported overall satisfaction with Jobcentre Plus by age1 | Not set | Not set | Not set | Not set | Not set | ||||
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| Group | Age | Customer's reported satisfaction | Not set | Not set | Not set | ||||
| Not set | Not set | Percentage of customers who are either 'fairly' or 'very' satisfied | Percentage of customers who are either 'fairly' or 'very' dissatisfied | Not set | Not set | ||||
| Working-age adults | 16-24 | 79 | 9 | Not set | Not set | ||||
| Not set | 25-34 | 73 | 12 | Not set | Not set | ||||
| Not set | 35-49 | 75 | 12 | Not set | Not set | ||||
| Not set | 50+ | 75 | 12 | Not set | Not set | ||||
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| Table 12.1.2: Customer's reported overall satisfaction with Pension, Disability and Carers Service by age2 3 | Not set | Not set | Not set | Not set | Not set | ||||
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| Group | Age | Customer's reported satisfaction | Not set | Not set | Not set | ||||
| Not set | Not set | Percentage of customers who are either 'fairly' or 'very' satisfied | Percentage of customers who are either 'fairly' or 'very' dissatisfied | Not set | Not set | ||||
| Working-age adults | 16-24 | 88 | 12 | Not set | Not set | ||||
| Not set | 25-34 | 88 | 12 | Not set | Not set | ||||
| Not set | 35-49 | 83 | 17 | Not set | Not set | ||||
| Not set | 50-64 | 88 | 12 | Not set | Not set | ||||
| Pensioners | 60-65 | 95 | 5 | Not set | Not set | ||||
| Not set | 66-69 | 90 | 10 | Not set | Not set | ||||
| Not set | 70-74 | 93 | 7 | Not set | Not set | ||||
| Not set | 75+ | 94 | 6 | Not set | Not set | ||||
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| Table 12.2.1: Customer's reported overall satisfaction with Jobcentre Plus by disability1 | Not set | Not set | Not set | Not set | Not set | ||||
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| Group | Long-standing illness or disability that limited daily activities or work | Customer's reported satisfaction | Not set | Not set | Not set | ||||
| Not set | Not set | Percentage of customer's who are either 'fairly' or 'very' satisfied | Percentage of customer's who are either 'fairly' or 'very' dissatisfied | Not set | Not set | ||||
| Working-age adults | Yes | 74 | 12 | Not set | Not set | ||||
| Not set | No | 77 | 12 | Not set | Not set | ||||
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| Table 12.2.2: Customer's reported overall satisfaction with Pension, Disability and Carers Service by disability2 3 4 | Not set | Not set | Not set | Not set | Not set | ||||
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| Group | Long-standing illness or disability that limited daily activities or work | Customer's reported satisfaction | Not set | Not set | Not set | ||||
| Not set | Not set | Percentage of customer's who are either 'fairly' or 'very' satisfied | Percentage of customer's who are either 'fairly' or 'very' dissatisfied | Not set | Not set | ||||
| Working-age adults | Yes | 76 | 24 | Not set | Not set | ||||
| Not set | No | 89 | 11 | Not set | Not set | ||||
| Pensioners | Yes | 85 | 15 | Not set | Not set | ||||
| Not set | No | 95 | 5 | Not set | Not set | ||||
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| Table 12.3.1: Customer's reported overall satisfaction with Jobcentre Plus by ethnicity1 | Not set | Not set | Not set | Not set | Not set | ||||
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| Group | Ethnicity | Customer's reported satisfaction | Not set | Not set | Not set | ||||
| Not set | Not set | Percentage of customer's who are either 'fairly' or 'very' satisfied | Percentage of customer's who are either 'fairly' or 'very' dissatisfied | Not set | Not set | ||||
| Working-age adults | White | 75 | 12 | Not set | Not set | ||||
| Not set | Asian | 83 | 8 | Not set | Not set | ||||
| Not set | Black | 69 | 16 | Not set | Not set | ||||
| Not set | Mixed/Other | 73 | 13 | Not set | Not set | ||||
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| Table 12.3.2: Customer's reported overall satisfaction with Pension, Disability and Carers Service by ethnicity2 3 | Not set | Not set | Not set | Not set | Not set | ||||
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| Group | Ethnicity | Customer's reported satisfaction | Not set | Not set | Not set | ||||
| Not set | Not set | Percentage of customer's who are either 'fairly' or 'very' satisfied | Percentage of customer's who are either 'fairly' or 'very' dissatisfied | Not set | Not set | ||||
| Working-age adults | White | 86 | 14 | Not set | Not set | ||||
| Not set | Asian | 85 | 15 | Not set | Not set | ||||
| Not set | Black | 94 | 6 | Not set | Not set | ||||
| Not set | Mixed/Other | 86 | 14 | Not set | Not set | ||||
| Pensioners | White | 94 | 6 | Not set | Not set | ||||
| Not set | Asian | 87 | 13 | Not set | Not set | ||||
| Not set | Black | 87 | 13 | Not set | Not set | ||||
| Not set | Mixed/Other | 81 | 19 | Not set | Not set | ||||
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| Table 12.4.1: Customer's reported overall satisfaction with Jobcentre Plus by gender1 | Not set | Not set | Not set | Not set | Not set | ||||
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| Group | Gender | Customer's reported satisfaction | Not set | Not set | Not set | ||||
| Not set | Not set | Percentage of customer's who are either 'fairly' or 'very' satisfied | Percentage of customer's who are either 'fairly' or 'very' dissatisfied | Not set | Not set | ||||
| Working-age adults | Male | 69 | 16 | Not set | Not set | ||||
| Not set | Female | 80 | 9 | Not set | Not set | ||||
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| Table 12.4.2: Customer's reported overall satisfaction with Pension, Disability and Carers Service by gender2 3 | Not set | Not set | Not set | Not set | Not set | ||||
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| Group | Gender | Customer's reported satisfaction | Not set | Not set | Not set | ||||
| Not set | Not set | Percentage of customer's who are either 'fairly' or 'very' satisfied | Percentage of customer's who are either 'fairly' or 'very' dissatisfied | Not set | Not set | ||||
| Working-age adults | Male (Age 16-64) | 87 | 13 | Not set | Not set | ||||
| Not set | Female (age 16-59) | 86 | 14 | Not set | Not set | ||||
| Pensioners | Male (Age 65+) | 93 | 7 | Not set | Not set | ||||
| Not set | Female (Age 60+) | 94 | 6 | Not set | Not set | ||||
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| Sources: DWP Research Report 567 'Jobcentre Plus Customer Satisfaction Survey | Not set | Not set | Not set | Not set | Not set | ||||
| Sources: DWP Research Report 761 'Pension, Disability and Carers Service Annual Report Quarterly Satisfaction Monitor' | Not set | Not set | Not set | Not set | Not set | ||||
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| Notes: | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set |
| 1. The 2009 JCP National Customer Satisfaction survey was commissioned to measure overall level of satisfaction and assess differences across different customer groups. 4,125 interviews were completed between July and October 2009 with findings representative of Income Support, Incapacity Benefit and Jobseeker’s Allowance customers. The questionnaire focused on customers who had both claimed/received benefit and had had contact with JCP within the last 12 months. | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set |
| 2. The 2009/2010 Pension, Disability and Carers Service Quarterly Customer Satisfaction Monitor was commissioned to measure overall level of satisfaction and assess differences across different customer groups. 5,941 interviews were completed with findings representative of Attendance Allowance, Carers Allowance, Disability Living Allowance, Pension Credit and State pension customers. The questionnaire focused on customers who had both claimed/received benefit or had contacted to report a change in circumstances with Pension, Disability and Carers Service in the three months previous to each quarterly survey. | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set |
| 3. The Pension, Disability and Carers Service also serves working-age customers, those receiving Disability Living Allowance or Carers Allowance may also be customers of Jobcentre Plus. | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set |
| 4. DLA and AA customers of the Pension, Disability and Carers Service have a disability in order to meet the qualifying criteria however they do not always consider that they have a disability that limits them and consequently do not report it. | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set |