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Customers’ experiences of first contact with Jobcentre Plus: Findings from the quantitative survey

by Alex Nunn, Yvette Fidler, Penny Wymer and Sarah Kelsey

The way in which customers make a new claim for benefit has changed radically over the last few years, with the current model requiring the majority of customers to telephone one of Jobcentre Plus’ Contact Centres. This research examined customers' experiences of making a new claim for benefit, with the key aim of understanding levels of customer satisfaction with the new claims service.

The report also considers:

  • Drivers of satisfaction and dissatisfaction
  • Satisfaction with specific elements of the first contact call
  • Problems and complaints

    June 2008 108 pages 297x210mm

    ISBN 978 1 84712 389 3

     

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