DWP report: Jobcentre Plus customer survey 2011

A report of research carried out by TNS-BMRB on behalf of the Department for Work and Pensions, the main objective of this study was to conduct a customer survey to monitor satisfaction with the service and identify any particular elements of it which lead to higher or lower satisfaction with the Jobcentre Plus services. The survey was designed to focus on tracking one particular contact type (e.g. new claim, review meeting etc.) the customer has had with Jobcentre Plus in the last six months from start to finish.

This report presents findings from a subset of measures from the questionnaire and focuses in particular on key strategic findings in relation to drivers of overall satisfaction and the impact of particular elements of service delivery on contact volumes.

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