Customer satisfaction with Department for Work and Pensions services
Published
Last updated 8 August 2023 - see all updates
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
- the percentage of claimants from the White British ethnic group who were satisfied went down from 85% to 82%
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:
- interpreting survey data, including how reliability is affected by the number of people surveyed
- how weighting is used to make survey data more representative of the whole group being studied
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
| 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)
4. Data sources
Source
DWP claimant service and experience survey 2018 to 2019
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
This file contains overall satisfaction with DWP services by ethnicity.