Customer satisfaction with Department for Work and Pensions services

Published

1. Main facts and figures

  • between April 2018 and March 2019, claimants from the Other ethnic group (88%) were the most likely to be satisfied with Department for Work and Pensions (DWP) services out of all ethnic groups
  • claimants from the Mixed and Black ethnic groups (81%) were the least likely to be satisfied
  • the percentage of claimants from the Asian ethnic group who were satisfied with DWP services went down from 91% to 87% in the 2 years to March 2019

2. Things you need to know

What the data measures

The data measures the level of satisfaction of claimants who have had recent contact with the Department for Work and Pensions (DWP).

A claimant is someone who gets disability benefits, out-of-work benefits or a State Pension.

Percentages are rounded to whole numbers but have been calculated using unrounded data. Percentages may not add up to 100% because people who answered 'don't know' are not included.

Not included in the data

Estimates based on fewer than 40 responses are not shown because the numbers involved are too small to make reliable generalisations.

The ethnic groups used in the data

Data is shown for 6 ethnic groups:

  • Asian
  • Black
  • Mixed
  • White British
  • White Other
  • Other

This is because the number of people surveyed was too small to make any reliable conclusions about all 18 ethnic groups.

Methodology

The Claimant Service and Experience Survey is held every 3 months, with around 15,500 claimants interviewed each year. The satisfaction measure is derived from survey responses to a single question in the survey.

The people surveyed are claimants who have had contact with DWP within the previous 3 months. It does not include everyone who has ever been a claimant.

The figures on this page are based on survey data. Find out more about:

In the data file

See Download the data for estimates for claimants whose ethnicity was not known.

From April 2016 onwards, the data includes estimates for the White British and White Other ethnic groups. Data for April 2014 to March 2016 includes estimates for the White ethnic group as a whole as well.

3. By ethnicity

Percentage of claimants who were satisfied or dissatisfied with DWP services, by ethnicity
2017/2018 2018/19
Ethnicity 2017/2018 Very or fairly satisfied (%) 2017/2018 Very or fairly unsatisfied (%) 2017/2018 All respondents 2018/19 Very or fairly satisfied (%) 2018/19 Very or fairly unsatisfied (%) 2018/19 All respondents
Asian 91 8 869 87 11 647
Black 83 15 1,071 81 17 814
Mixed 78 21 403 81 18 354
White British 85 14 12,142 82 17 10,572
White other 85 14 494 83 16 498
Other 85 14 275 88 11 194

Download table data for ‘By ethnicity’ (CSV) Source data for ‘By ethnicity’ (CSV)

Summary of Customer satisfaction with Department for Work and Pensions services By ethnicity Summary

The data shows that:

  • between April 2018 and March 2019, claimants from the Other ethnic group (88%) were the most likely to be satisfied with DWP services out of all ethnic groups
  • claimants from the Mixed and Black ethnic groups were least likely to be satisfied (81%)
  • in the 2 years to March 2019, the percentage of claimants from the Asian ethnic group who were satisfied with DWP services went down from 91% to 87%
  • the percentage of claimants from the White British ethnic group who were satisfied went down from 85% to 82%

4. Data sources

Source

Type of data

Survey data

Type of statistic

Official statistics

Publisher

Department for Work and Pensions

Publication frequency

Yearly

Purpose of data source

The Claimant Service and Experience Survey is used to measure claimants' experience of their recent contact with the Department for Work and Pensions.

5. Download the data

Customer Satisfaction with Department for Work and Pensions services - Spreadsheet (csv) 10 KB

This file contains overall satisfaction with DWP services by ethnicity.