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.
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.