Corporate report
(CSV) Public opinion of DWP service levels – DWP equality information 2013 (data)
Updated 12 July 2013
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| 12. Customer and Claimant Opinion of Departmental Service Levels | |||||
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| Data source | |||||
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| DWP Claimant Service and Experience Survey (2012) | |||||
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| Time period and availability | |||||
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| Splits currently available by age, disability, ethnicity, and gender. | |||||
| The latest data available at July 2013 covered December to May 2012 | |||||
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| What does this tell us? | |||||
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| This measure shows the overall levels of reported satisfaction of people who have had meaningful contact with the Department as a whole in the six months prior to fieldwork from the DWP Claimant Service and Experience Survey (2012). | |||||
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| The indicator provides an overview of the Department’s service to its customers and claimants, allowing performance to be reviewed and service improvements to be made accordingly. | |||||
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| For this report we have included results from the DWP Claimant Service and Experience Survey (2012) to give some information on Claimant and Customer satisfaction levels broken down by key demographics. The survey found that 83 per cent of claimants were satisfied overall with the service they received with 15 per cent reporting dissatisfaction. | |||||
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| The tables are different from last year’s report in that they are no longer broken down for Jobcentre Plus and PDCS centres, but instead give overall figures for customer and claimant satisfaction1. This reflects the operational changes that the Department has undergone, and this format will continue in future reports. | |||||
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| How will an improvement be shown? | |||||
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| Generally, a higher score will indicate greater customer satisfaction. | |||||
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| Satisfaction levels have broadly fallen since last year, though given the operational changes that the Department is undergoing the performance should be considered over a longer period. Differences in satisfaction levels across protected groups remain broadly similar to last year2. | |||||
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| Links to other information that you may find useful | |||||
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| Information on the Customer and Claimant Opinion of Departmental Service Levels indicator is found at https://www.gov.uk/government/uploads/system/uploads/attachment_data/file/181377/public-opinion-dwp-service-levels.pdf | |||||
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| The DWP Claimant Service and Experience Survey (2012) can be found at: http://research.dwp.gov.uk/asd/asd5/report_abstracts/rr_abstracts/rra_831.asp | |||||
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| The following tables look at overall satisfaction according to protected characteristics. | Not set | Not set | Not set | Not set | Not set |
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| Source: DWP Claimant Service and Experience Survey (2012). DWP Research Report 831 | 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 |
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| 1. For the purpose of comparing results between the 2011 and 2012 survey waves, age categories were kept constant and the following convention is used in this report: Working age adults are defined as - male aged 16-64 and female 16-59. Pension age customers are defined as – male aged 65+ and female aged 60+. | Not set | Not set | Not set | Not set | Not set |
| 2. Significance testing is conducted using independent samples t-test at the 95% level. Where mention is made of a difference between groups this is based on significance testing. | Not set | Not set | Not set | Not set | Not set |
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| Table 12.1: Overall satisfaction by Age for Working-age adults | Not set | Not set | Not set | Not set | Not set |
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| Not set | Not set | 2011 | Not set | 2012 | Not set |
| Group | Age | Customer's reported satisfaction | Not set | Customer's reported satisfaction | 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 | Percentage of customers who are either 'fairly' or 'very' satisfied | Percentage of customers who are either 'fairly' or 'very' dissatisfied |
| Working-age adults | 16-24 | 92 | 8 | 88 | 12 |
| Not set | 25-49 | 88 | 11 | 82 | 17 |
| Not set | 49-59 | 85 | 14 | 79 | 20 |
| Not set | 60-64 | 86 | 12 | 78 | 21 |
| 2012 Base sizes: 16-24 n=579, 25-49 n=2568, 50-59 n=1157, 60-64 n=317. | Not set | Not set | Not set | Not set | Not set |
| 2011 Base sizes: 16-24 n=597, 25-49 n=2432, 50-59 n=1097, 60-64 n=527. | Not set | Not set | Not set | Not set | Not set |
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| The 2012 data show 16-24 year olds are significantly more satisfied and less dissatisfied than all other ages. In 2011 the 16-24 group were also more satisfied than all others and less likely to be dissatisfied than 50-59. There has been a small decrease in satisfaction levels and increase in dissatisfaction across all age groups since last year except 16-24. | Not set | Not set | Not set | Not set | Not set |
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| Source: DWP Claimant Service and Experience Survey (2012). DWP Research Report 831 | 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 |
| The DWP Claimant Service and Experience Survey (2012) was commissioned to provide the Department with strategic information for the key areas identified in the DWP customer charter, and in the DWP Delivery Plan 2012-2013. The research involved 7,022 telephone interviews during May through July 2012 with customers and claimants who were identified as having had a meaningful contact with the Department in the six months prior to the survey. Customers and claimants from the following benefits were included: Jobseekers Allowance (JSA), Employment and support allowance (ESA), Income Support (IS), Disability Living Allowance (DLA), Carers Allowance (CA), Attendance Allowance (AA), Pension Credit (PC), and State Pension (SP) | Not set | Not set | Not set | Not set | Not set |
| Significance testing is conducted using independent samples t-test at the 95% level. | Not set | Not set | Not set | Not set | Not set |
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| Table 12.2: Overall satisfaction by Age for Pension Customers | Not set | Not set | Not set | Not set | Not set |
| Not set | Not set | 2011 | Not set | 2012 | Not set |
| Group | Age | Customer's reported satisfation | Not set | Customer's reported satisfaction | 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 | Percentage of customers who are either 'fairly' or 'very' satisfied | Percentage of customers who are either 'fairly' or 'very' dissatisfied |
| Pensioners | 60-65 | 94 | 5 | 91 | 9 |
| Not set | 66-74 | 92 | 6 | 87 | 9 |
| Not set | 75+ | 93 | 5 | 89 | 5 |
| 2012 Base sizes: 60-65 n=1270, 66-74 n=617, 75+ n=444. | Not set | Not set | Not set | Not set | Not set |
| 2011 Base sizes: 60-65 n=1653, 66-74 n=880, 75+ n=562. | Not set | Not set | Not set | Not set | Not set |
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| The 2012 data show there are no differences in terms of satisfaction but there are in terms of dissatisfaction. People aged 75 plus are less likely to be dissatisfied. For 2011 there were no statistically significant differences for either satisfaction or dissatisfaction. | Not set | Not set | Not set | Not set | Not set |
| There has been a small decrease in satisfaction levels across all age groups since last year except 75+. Those aged 60-65 are also more dissatisfied in 2012. | Not set | Not set | Not set | Not set | Not set |
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| Source: DWP Claimant Service and Experience Survey (2012). DWP Research Report 831 | 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 |
| The DWP Claimant Service and Experience Survey (2012) was commissioned to provide the Department with strategic information for the key areas identified in the DWP customer charter, and in the DWP Delivery Plan 2012-2013. The research involved 7,022 telephone interviews during May through July 2012 with customers and claimants who were identified as having had a meaningful contact with the Department in the six months prior to the survey. Customers and claimants from the following benefits were included: Jobseekers Allowance (JSA), Employment and support allowance (ESA), Income Support (IS), Disability Living Allowance (DLA), Carers Allowance (CA), Attendance Allowance (AA), Pension Credit (PC), and State Pension (SP) | Not set | Not set | Not set | Not set | Not set |
| Significance testing is conducted using independent samples t-test at the 95% level. | Not set | Not set | Not set | Not set | Not set |
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| Table 12.3: Overall satisfaction by Disability for Working-age adults | Not set | Not set | Not set | Not set | Not set |
| Not set | Not set | 2011 | Not set | 2012 | Not set |
| Group | Long-standing illness or disability | Customer's reported satisfaction | Not set | Customer's reported satisfaction | 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 | Percentage of customer's who are either 'fairly' or 'very' satisfied | Percentage of customer's who are either 'fairly' or 'very' dissatisfied |
| Working-age adults | Yes | 84 | 15 | 79 | 20 |
| Not set | No | 92 | 8 | 85 | 14 |
| 2012 Base sizes: Yes n=2360, No n=2168. | Not set | Not set | Not set | Not set | Not set |
| 2011 Base sizes: Yes n=2553, No n=2085. | Not set | Not set | Not set | Not set | Not set |
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| The 2012 data show there is a statistically significant difference between those with disability and those without for both satisfaction and dissatisfaction. This was also the case for 2011. | Not set | Not set | Not set | Not set | Not set |
| Overall satisfaction levels have fallen and dissatisfaction increased on the year both for those with a disability and those without. | Not set | Not set | Not set | Not set | Not set |
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| Source: DWP Claimant Service and Experience Survey (2012). DWP Research Report 831 | 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 |
| The DWP Claimant Service and Experience Survey (2012) was commissioned to provide the Department with strategic information for the key areas identified in the DWP customer charter, and in the DWP Delivery Plan 2012-2013. The research involved 7,022 telephone interviews during May through July 2012 with customers and claimants who were identified as having had a meaningful contact with the Department in the six months prior to the survey. Customers and claimants from the following benefits were included: Jobseekers Allowance (JSA), Employment and support allowance (ESA), Income Support (IS), Disability Living Allowance (DLA), Carers Allowance (CA), Attendance Allowance (AA), Pension Credit (PC), and State Pension (SP) | Not set | Not set | Not set | Not set | Not set |
| Significance testing is conducted using independent samples t-test at the 95% level. | Not set | Not set | Not set | Not set | Not set |
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| Table 12.4: Overall satisfaction by Disability for Pension Customers | Not set | Not set | Not set | Not set | Not set |
| Not set | Not set | 2011 | Not set | 2012 | Not set |
| Group | Long-standing illness or disability | Customer's reported satisfaction | Not set | Customer's reported satisfaction | 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 | Percentage of customer's who are either 'fairly' or 'very' satisfied | Percentage of customer's who are either 'fairly' or 'very' dissatisfied |
| Pensioners | Yes | 90 | 8 | 87 | 9 |
| Not set | No | 96 | 4 | 92 | 6 |
| 2012 Base sizes: Yes n=1113, No n=1186. | Not set | Not set | Not set | Not set | Not set |
| 2011 Base sizes: Yes n=1443, No n=1632. | Not set | Not set | Not set | Not set | Not set |
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| The 2012 data show there is a statistically significant difference between those with a disability and those without for both satisfaction and dissatisfaction. This was also the case for 2011. | Not set | Not set | Not set | Not set | Not set |
| There has been a fall in satisfaction levels on the year for those without a disability. | Not set | Not set | Not set | Not set | Not set |
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| Source: DWP Claimant Service and Experience Survey (2012). DWP Research Report 831 | 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 |
| The DWP Claimant Service and Experience Survey (2012) was commissioned to provide the Department with strategic information for the key areas identified in the DWP customer charter, and in the DWP Delivery Plan 2012-2013. The research involved 7,022 telephone interviews during May through July 2012 with customers and claimants who were identified as having had a meaningful contact with the Department in the six months prior to the survey. Customers and claimants from the following benefits were included: Jobseekers Allowance (JSA), Employment and support allowance (ESA), Income Support (IS), Disability Living Allowance (DLA), Carers Allowance (CA), Attendance Allowance (AA), Pension Credit (PC), and State Pension (SP) | Not set | Not set | Not set | Not set | Not set |
| Significance testing is conducted using independent samples t-test at the 95% level. | Not set | Not set | Not set | Not set | Not set |
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| Table 12.5: Overall satisfaction by Ethnicity for Working-age adults | Not set | Not set | Not set | Not set | Not set |
| Not set | Not set | 2011 | Not set | 2012 | Not set |
| Group | Ethnicity | Customer's reported satisfaction | Not set | Customer's reported satisfaction | 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 | Percentage of customer's who are either 'fairly' or 'very' satisfied | Percentage of customer's who are either 'fairly' or 'very' dissatisfied |
| Working-age adults | White | 88 | 11 | 83 | 16 |
| Not set | Asian | 94 | 4 | 86 | 13 |
| Not set | Black | 89 | 11 | 78 | 21 |
| Not set | Mixed/Other | 77 | 22 | 82 | 16 |
| 2012 Base sizes: White n=3982, Asian n=245, Black n=211, Mixed/other n=141. | Not set | Not set | Not set | Not set | Not set |
| 2011 Base sizes: White n=4127, Asian n=209, Black n=160, Mixed/other n=126. | Not set | Not set | Not set | Not set | Not set |
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| The 2012 data show there is no statistically significant difference in levels of satisfaction by ethnicity. In 2011 White and asian were both more likely to be satisfied than mixed/other and less likely to be dissatisfied. | Not set | Not set | Not set | Not set | Not set |
| In 2011 Asian were less likely to be dissatisfied than white and more likely to be satisfied. | Not set | Not set | Not set | Not set | Not set |
| Satisfaction has fallen along with an increase in dissatisfaction for all groups with the exception of mixed/other between 2011 and 2012. | Not set | Not set | Not set | Not set | Not set |
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| Source: DWP Claimant Service and Experience Survey (2012). DWP Research Report 831 | 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 |
| The DWP Claimant Service and Experience Survey (2012) was commissioned to provide the Department with strategic information for the key areas identified in the DWP customer charter, and in the DWP Delivery Plan 2012-2013. The research involved 7,022 telephone interviews during May through July 2012 with customers and claimants who were identified as having had a meaningful contact with the Department in the six months prior to the survey. Customers and claimants from the following benefits were included: Jobseekers Allowance (JSA), Employment and support allowance (ESA), Income Support (IS), Disability Living Allowance (DLA), Carers Allowance (CA), Attendance Allowance (AA), Pension Credit (PC), and State Pension (SP) | Not set | Not set | Not set | Not set | Not set |
| Significance testing is conducted using independent samples t-test at the 95% level. | Not set | Not set | Not set | Not set | Not set |
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| Table 12.6: Overall satisfaction by Ethnicity for Pension Customers | Not set | Not set | Not set | Not set | Not set |
| Not set | Not set | 2011 | Not set | 2012 | Not set |
| Group | Ethnicity | Customer's reported satisfaction | Not set | Customer's reported satisfaction | 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 | Percentage of customer's who are either 'fairly' or 'very' satisfied | Percentage of customer's who are either 'fairly' or 'very' dissatisfied |
| Pensioners | White | 93 | 5 | 90 | 8 |
| Not set | Asian | 96 | 4 | 79 | 17 |
| Not set | Black | 91 | 7 | 78 | 5 |
| Not set | Mixed/Other | 95 | 5 | 87 | 13 |
| 2012 Base sizes: White n=2239, Asian n=33, Black n=27, Mixed/other n=18. | Not set | Not set | Not set | Not set | Not set |
| 2011 Base sizes: White n=2950, Asian n=49, Black n=39, Mixed/other n=27. | Not set | Not set | Not set | Not set | Not set |
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| The 2012 data show there is no statistically significant difference in levels of satisfaction or dissatisfaction by ethnicity. This was also the case in 2011. | Not set | Not set | Not set | Not set | Not set |
| Since last year, satisfaction levels have fallen and dissatisfaction levels increased for the White ethnic group. | Not set | Not set | Not set | Not set | Not set |
| When interpreting satisfaction levels by ethnicity it is important to consider the base sizes as these are low for certain groups as shown in the tables. | Not set | Not set | Not set | Not set | Not set |
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| Source: DWP Claimant Service and Experience Survey (2012). DWP Research Report 831 | 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 |
| The DWP Claimant Service and Experience Survey (2012) was commissioned to provide the Department with strategic information for the key areas identified in the DWP customer charter, and in the DWP Delivery Plan 2012-2013. The research involved 7,022 telephone interviews during May through July 2012 with customers and claimants who were identified as having had a meaningful contact with the Department in the six months prior to the survey. Customers and claimants from the following benefits were included: Jobseekers Allowance (JSA), Employment and support allowance (ESA), Income Support (IS), Disability Living Allowance (DLA), Carers Allowance (CA), Attendance Allowance (AA), Pension Credit (PC), and State Pension (SP) | Not set | Not set | Not set | Not set | Not set |
| Significance testing is conducted using independent samples t-test at the 95% level. | Not set | Not set | Not set | Not set | Not set |
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| Table 12.7: Overall satisfaction by Gender for Working-age adults | Not set | Not set | Not set | Not set | Not set |
| Not set | Not set | 2011 | Not set | 2012 | Not set |
| Group | Gender | Customer's reported satisfaction | Not set | Customer's reported satisfaction | 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 | Percentage of customer's who are either 'fairly' or 'very' satisfied | Percentage of customer's who are either 'fairly' or 'very' dissatisfied |
| Working-age adults | Male (Age 16-64) | 85 | 14 | 82 | 17 |
| Not set | Female (age 16-59) | 91 | 8 | 84 | 15 |
| 2012 Base sizes: Male n=2097, Female n=2524. | Not set | Not set | Not set | Not set | Not set |
| 2011 Base sizes: Male n=2174, Female n=2501. | Not set | Not set | Not set | Not set | Not set |
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| The 2012 data show there is no statistically significant difference in satisfaction levels between males and females. In 2011 men were significantly less satisfied and more dissatisfied than women. | Not set | Not set | Not set | Not set | Not set |
| There has been a decrease in satisfaction levels and increase in dissatisfaction since last year for both genders. | Not set | Not set | Not set | Not set | Not set |
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| Source: DWP Claimant Service and Experience Survey (2012). DWP Research Report 831 | 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 |
| The DWP Claimant Service and Experience Survey (2012) was commissioned to provide the Department with strategic information for the key areas identified in the DWP customer charter, and in the DWP Delivery Plan 2012-2013. The research involved 7,022 telephone interviews during May through July 2012 with customers and claimants who were identified as having had a meaningful contact with the Department in the six months prior to the survey. Customers and claimants from the following benefits were included: Jobseekers Allowance (JSA), Employment and support allowance (ESA), Income Support (IS), Disability Living Allowance (DLA), Carers Allowance (CA), Attendance Allowance (AA), Pension Credit (PC), and State Pension (SP) | Not set | Not set | Not set | Not set | Not set |
| Significance testing is conducted using independent samples t-test at the 95% level. | Not set | Not set | Not set | Not set | Not set |
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| Table 12.8: Overall satisfaction by Gender for Pension Customers | Not set | Not set | Not set | Not set | Not set |
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| Not set | Not set | 2011 | Not set | 2012 | Not set |
| Group | Gender | Customer's reported satisfaction | Not set | Customer's reported satisfaction | 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 | Percentage of customer's who are either 'fairly' or 'very' satisfied | Percentage of customer's who are either 'fairly' or 'very' dissatisfied |
| Pensioners | Male (Age 65+) | 93 | 5 | 92 | 6 |
| Not set | Female (Age 60+) | 93 | 6 | 88 | 9 |
| 2012 Base sizes: Male n=1115, Female n=1216. | Not set | Not set | Not set | Not set | Not set |
| 2011 Base sizes: Male n=1272, Female n=1823. | Not set | Not set | Not set | Not set | Not set |
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| The 2012 data show that males are statistically more satisfied and less dissatisfied than females. In 2011 there were no significant differences between males and females. | Not set | Not set | Not set | Not set | Not set |
| There has been a decrease in satisfaction levels and increase in dissatisfaction since last year for Females. | Not set | Not set | Not set | Not set | Not set |
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| Source: DWP Claimant Service and Experience Survey (2012). DWP Research Report 831 | Not set | Not set | Not set | Not set | Not set |
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| Notes: | |||||
| The DWP Claimant Service and Experience Survey (2012) was commissioned to provide the Department with strategic information for the key areas identified in the DWP customer charter, and in the DWP Delivery Plan 2012-2013. The research involved 7,022 telephone interviews during May through July 2012 with customers and claimants who were identified as having had a meaningful contact with the Department in the six months prior to the survey. Customers and claimants from the following benefits were included: Jobseekers Allowance (JSA), Employment and support allowance (ESA), Income Support (IS), Disability Living Allowance (DLA), Carers Allowance (CA), Attendance Allowance (AA), Pension Credit (PC), and State Pension (SP) | |||||
| Significance testing is conducted using independent samples t-test at the 95% level. |