DCS Customer Service Survey 2007
The Disability and Carers Service (DCS) has completed its latest Customer Service Survey and the key outcomes were as follows:
- Attitudes towards the service provided by the DCS continue to be overwhelmingly positive.
- Over four in five (84%) say that they are satisfied with the service, and three in five (59%) are ‘very satisfied’. Only four per cent of customers are dissatisfied.
- Although the proportion of customers who are very satisfied has improved since last year (up three points to 59%), overall satisfaction has dropped slightly from 86% to 84%.
- The majority of customers speak highly of the DCS. Two in three (68%) would speak highly of the service, while one in four would do so without being prompted (26%). Only seven per cent would criticise the service.
- The proportion of customers who speak highly of DCS without being prompted has increased slightly since 2006 (26%, up from 24% in 2006).
- The elements of the Customer Promise customers are most likely to say are being met are the DCS using clear written and spoken English (70% agree), recognising them as individuals and treating them with respect (68% agree), and providing them with an efficient service (67% agree). These are the same three on which the DCS performed most strongly in 2006.
- The proportion of customers who have had difficulties or problems when dealing with the DCS has fallen dramatically since 2005. One in ten customers (10%) has had difficulties or problems when dealing with the DCS. This is an improvement on last year’s figure, when 14% of customers reported having difficulties, and it represents an even greater improvement when compared with 2005 (when 23% had difficulties).
- Of the 10% of customers who have experienced problems in dealing with the DCS, one in ten (1% of customers ) went on to make a formal complaint, in line with 2006.
- The survey results reflect improvements made to the claim form and the decision letter to customer – while customers would still put these at the top of the list of areas for improvement, fewer do so than in previous years.
The annual survey was conducted between 15 October and 14 December 2007 in conjunction with survey consultants Ipsos MORI.
- DCS Customer Service Survey 2007 (3.34MB)
- Introduction and Executive Summary (662KB)
- Part 1 - Key developments (1.08MB)
- Part 2 - Key differences between customers (1.16MB)
- Appendices (1.01MB)
- Introduction and Executive Summary (662KB)
Preparations are already underway for the 2008 survey with the first questionnaires due to be issued to customers in week commencing 15 September 2008.
If you have any queries about our Customer Service Surveys, please contact:
DCS Customer Insight Team
Telephone 01253 332 173
Fax 01253 338 723
Email MARK.A.LAMBERT@DWP.GSI.GOV.UK