Official Statistics
12. Public opinion of DWP service levels: data table (CSV)
Updated 20 July 2015
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| (12) Public opinion of DWP service levels | ||||
|---|---|---|---|---|
| Not set | Not set | Not set | Not set | Not set |
| Data source | Not set | Not set | Not set | Not set |
| DWP Claimant Service and Experience Survey 2014/15. | Not set | Not set | Not set | Not set |
| DWP Claimant Service and Experience Survey 2013 | Not set | Not set | Not set | Not set |
| DWP Administrative Data | Not set | Not set | Not set | Not set |
| Not set | Not set | Not set | Not set | Not set |
| Time period and availability | Not set | Not set | Not set | Not set |
| 2013 and 2014/15 (April 2014 to end March 2015). Breakdowns for this indicator are currently available by age, disability, ethnicity and gender. | Not set | Not set | Not set | Not set |
| Not set | Not set | Not set | Not set | Not set |
| What does this tell us? | Not set | Not set | Not set | Not set |
| The data gives us the figures for people who responded to the Claimant Service and Experience Survey, and whether they responded positively or not. | Not set | Not set | Not set | Not set |
| For example, 84% of 18-24 year olds that responded were either 'fairly' or 'very' satisfied | Not set | Not set | Not set | Not set |
| Not set | Not set | Not set | Not set | Not set |
| How will an improvement be shown? | Not set | Not set | Not set | Not set |
| An increase in the percentage of claimants who responded as fairly' or 'very' satisfied, would highlight an improvement in our services. | Not set | Not set | Not set | Not set |
| Likewise, a reduction in the percentage who were 'farily' or 'very' dissatisfied can also be seen as an improvement. | Not set | Not set | Not set | Not set |
| Not set | Not set | Not set | Not set | Not set |
| Links to other information that you may find useful | Not set | Not set | Not set | Not set |
| Information on the Customer and Claimant Opinion of Departmental Service Levels indicator is available online. | Not set | Not set | Not set | Not set |
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| Table 12.1: Overall customer satisfaction with DWP service by Age | Not set | Not set | Not set | Not set |
| Not set | Not set | Not set | Not set | Not set |
| Age | 2013 | Not set | 2014/15 | 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 |
| 16-24 | 82 | 18 | 84 | 15 |
| 25-34 | 82 | 17 | 82 | 16 |
| 35-44 | 79 | 19 | 79 | 19 |
| 45-54 | 81 | 18 | 80 | 18 |
| 55-60 | 79 | 19 | 80 | 17 |
| 61-65 | 87 | 11 | 88 | 11 |
| 66-74 | 90 | 9 | 92 | 6 |
| 75+ | 87 | 8 | 94 | 5 |
| Not set | Not set | Not set | Not set | Not set |
| In 2014/15, respondents aged 61 and older were more likely to be ‘very’ or ‘fairly’ satisfied than those under 61. The least satisfied age group was those aged between 35 and 44. | Not set | Not set | Not set | Not set |
| Not set | Not set | Not set | Not set | Not set |
| Source: DWP Claimant Service and Experience Survey (2013 & 2014/15). | Not set | Not set | Not set | Not set |
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| Table 12.2: Overall customer satisfaction with DWP service by Disability | Not set | Not set | Not set | Not set |
| Not set | Not set | Not set | Not set | Not set |
| Long-standing illness or disability | 2013 | Not set | 2014/15 | 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 |
| Yes | 78 | 20 | 80 | 18 |
| No | 84 | 15 | 85 | 14 |
| Not set | Not set | Not set | Not set | Not set |
| Respondents who reported having a disability were less likely to be satisfied than those who did not. | Not set | Not set | Not set | Not set |
| Not set | Not set | Not set | Not set | Not set |
| Source: DWP Claimant Service and Experience Survey (2013 & 2014/15). | Not set | Not set | Not set | Not set |
| Not set | Not set | Not set | Not set | Not set |
| Not set | Not set | Not set | Not set | Not set |
| Table 12.3: Overall customer satisfaction with DWP service by Ethnicity | Not set | Not set | Not set | Not set |
| Not set | Not set | Not set | Not set | Not set |
| Ethnicity | 2013 | Not set | 2014/15 | 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 |
| Not set | Not set | Not set | Not set | Not set |
| White | 82 | 17 | 83 | 16 |
| Asian | 78 | 20 | 84 | 15 |
| Black | 86 | 14 | 75 | 22 |
| Mixed/Other | 67 | 32 | Not set | Not set |
| Mixed | Not set | Not set | 82 | 17 |
| Other | Not set | Not set | 73 | 23 |
| Not set | Not set | Not set | Not set | Not set |
| In 2014/15 respondents in the Other group were less likely to report being very or fairly satisfied than each of the other ethnicity groups. Black respondents also reported lower satisfaction. | Not set | Not set | Not set | Not set |
| Asian respondents were most likely to report being very or fairly satisfied. | Not set | Not set | Not set | Not set |
| Not set | Not set | Not set | Not set | Not set |
| Source: DWP Claimant Service and Experience Survey (2013 & 2014/15). | Not set | Not set | Not set | Not set |
| Not set | Not set | Not set | Not set | Not set |
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| Table 12.4: Overall customer satisfaction with DWP service by Gender | Not set | Not set | Not set | Not set |
| Not set | Not set | Not set | Not set | Not set |
| Gender | 2013 | Not set | 2014/15 | 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 |
| Male | 78 | 21 | 81 | 17 |
| Female | 84 | 14 | 83 | 15 |
| Not set | Not set | Not set | Not set | Not set |
| Male respondents were more likely to be dissatisfied than female respondents. | Not set | Not set | Not set | Not set |
| Not set | Not set | Not set | Not set | Not set |
| Source: DWP Claimant Service and Experience Survey (2013 & 2014/15). | Not set | Not set | Not set | Not set |