Customer satisfaction with Department for Work and Pensions services
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%
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
|Ethnicity||2016/2017 Very or fairly satisfied (%)||2016/2017 Respondents||2016/2017 Very or fairly unsatisfied (%)||2016/2017 Respondents||2016/2017 All respondents||2017/2018 Very or fairly satisfied (%)||2017/2018 Respondents||2017/2018 Very or fairly unsatisfied (%)||2017/2018 Respondents||2017/2018 All respondents|
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.
4. Data sources
Type of data
Type of statistic
Department for Work and Pensions
Purpose of data source
The Claimant Satisfaction and Experience Survey is used to measure claimants' experience in their recent contact with the Department for Work and Pensions.
5. Download the data
This file contains overall satisfaction with DWP services by ethnicity.