DWP: Development of a customer experience metric for contracted employment provision

TNS-BMRB was commissioned by DWP to examine the factors which affected customer satisfaction with contracted employment provision. The purpose was to inform the development of a ‘customer metric’ to measure satisfaction with performance and provide a basis for customer choice between providers. The research involved a series of depth interviews with current customers of contracted provision which identified what they required from a provider. From this a final list of elements was tested in a series of groups to identify the service elements that would be most useful to rate prviders on for the widest range of customers.

TNS-BMRB provides knowledge that helps Government, the private sector and the Third Sector plan and care for society. Our expertise includes the provision of national statistics, public policy analysis, public service performance measurement and improvement, and communications evaluation. We map and measure values, attitudes and behaviours across society, to explore how Britain is changing. Our work informs policy makers across national and local Government at the highest level.

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