Customer satisfaction with Department for Work and Pensions services

Published

Contents
  1. 1. Main facts and figures
  2. 2. By ethnicity
  3. 3. Methodology
  4. 4. Data sources
  5. 5. Download the data

1. Main facts and figures

  • in 2017/18, Asian claimants were the most likely to be satisfied with Department for Work and Pensions (DWP) services (91%) out of all ethnic groups, while claimants from the Mixed ethnic group were least likely to be satisfied (78%)
  • from 2016/17 to 2017/18, the percentage of Asian claimants who were satisfied with DWP services rose from 85% to 91%. For the Mixed group, satisfaction fell from 82% to 78%
  • from 2016/17 to 2017/18, the percentage of White British claimants who were satisfied with DWP services fell from 87% to 85%
Things you need to know

The data collected through the Department for Work and Pensions (DWP) Claimant Service and Experience Survey is used to make generalisations about the total population.

Keep in mind when making comparisons between ethnic groups that all survey estimates are subject to a degree of uncertainty. This is because they are based on a sample of the population. The degree of uncertainty is greater when the number of respondents is small, so it will be highest for ethnic minority groups.

The commentary for this data only includes reliable, or ‘statistically significant’, findings.

Findings are statistically significant when we can be confident that they can be repeated, and reflect the total population rather than just the survey sample.

Specifically, the statistical tests used mean we can be confident that if we carried out the same survey on different random samples of the population, 19 times out of 20 we would get similar findings.

The commentary has focused on findings based on subgroups of at least 100 people to ensure that we report reliable findings.

All surveys carry the risk of biased results if some types of people were less likely to respond than others. To compensate for this, the responses to this survey have been weighted so they better reflect characteristics of the target population. For more about weighting, see the 'Methodology' section.

Satisfaction figures are estimates based on respondents who have had recent contact with DWP. This means they may not reflect the whole claimant population. Keep in mind too that percentages may not add up to 100%, due to rounding.

What the data measures

This 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.

The DWP Claimant Service and Experience Survey is held every 3 months, and around 15,500 claimants are interviewed each year. They are selected randomly from all claimants who, in the previous 2 to 3 months have had contact with DWP (for example, they may have made a new claim, or have contacted DWP about a change of circumstances for an existing claim).

Claimants are asked how satisfied they were with the service they received, and choose a response from a 4-point scale which goes from ‘very satisfied’ to ‘very dissatisfied’. Their answers are grouped together to show the percentage of claimants who were satisfied ('fairly satisfied' or 'very satisfied') and the percentage who were dissatisfied ('very dissatisfied' or 'fairly dissatisfied').

The ethnic categories used in this data

For this data, the number of people surveyed (the ‘sample size’) was too small to draw any firm conclusions about specific ethnic categories. Therefore, the data is broken down into the following groups:

  • Asian/Asian British
  • Black/African/Caribbean/Black British
  • Mixed/Multiple ethnic groups
  • White British
  • White Other
  • Other ethnic group

Previously the data included an ‘unreported’ ethnic category made up of people whose ethnicity was unknown or who refused to answer. This has been removed from the analysis because of unreliable fluctuations in the data.

2. By ethnicity

Percentage of claimants who were satisfied or dissatisfied with DWP services, by ethnicity
2016/2017 2017/2018
Ethnicity Very or fairly satisfied (%) Respondents Very or fairly unsatisfied (%) Respondents All respondents Very or fairly satisfied (%) Respondents Very or fairly unsatisfied (%) Respondents All respondents
Asian 86 672 13 101 778 91 703 8 68 782
Black 85 788 13 119 922 83 724 15 167 912
Mixed 82 351 17 74 427 78 263 21 66 337
White British 87 10,791 12 1,517 12,442 85 10,374 14 1,923 12,448
White other 86 435 13 64 506 85 398 14 79 487
Other 81 175 17 36 215 85 211 14 46 261

Download table data (CSV) Source data (CSV)

Summary

This data shows that:

  • in 2017/18, claimants from the Mixed (78%) ethnic group were least likely out of all ethnic groups to be satisfied with Department of Work and Pensions (DWP) services
  • in the same period, claimants from the Asian (91%) ethnic group were most likely to be satisfied with DWP services
  • from 2016/17 to 2017/18, the Asian ethnic group saw the largest annual increase in the percentage of claimants who were satisfied with DWP services, from 86% to 91% (5 percentage points)

3. Methodology

The population sampled is made up of claimants who have had contact with DWP within the previous 3 months. It does not include everyone who has ever been a claimant. The survey is carried out quarterly across the financial year, and interviews about 15,500 claimants per year (about 4,000 every 3 months). The DWP Claimant Service and Experience Survey results are ‘weighted’ to compensate for different response rates between different groups of respondents, so that the findings fairly represent the range of disability and out-of-work benefit claimants, as well as pension claimants.

The satisfaction measure is derived from survey responses to a single question in the survey, which is then aggregated to provide an overall measure of satisfaction.

Suppression rules and disclosure control

For data quality reasons, it is Department for Work and Pensions policy to suppress any values based on fewer than 40 responses.

Rounding

Percentages are rounded to 0 decimal places. However, gaps and differences between figures have been calculated on unrounded data. Percentages have been rounded up if greater than or equal to 0.5, and rounded down if less than 0.5 of a percentage point.

Estimates based on survey responses are subject to sampling error.

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 Satisfaction and Experience Survey (CSES) is used to measure and report on aspects of claimants' satisfaction and experience in their recent contact with the Department for Work and Pensions (DWP).

5. Download the data

customer satisfaction with department for work and pensions services v3 - Spreadsheet (csv) 7 KB

This file contains overall satisfaction with DWP services by ethnicity.