Updated 1 May 2012

Executive Summary

Overall satisfaction

Satisfaction levels were measured using a scale of 1-10 in which a score of six or higher was deemed as satisfied in line with DWP Customer Service Standards.

The overall satisfaction levels for customer experience when engaging with the CRU are positive, with 225 of 233 respondents being satisfied. The levels of knowledge and experience of the CRU staff (97%) and the respect shown from our staff (98%) when dealing with customer enquiries scored particularly well.

Forms of communication

Since the previous survey, the number of e-mails received from our customers has continued to increase. E-mail is now the preferred method of communication for the majority of our customers and has a 90% satisfaction rate. Our customers prefer more direct methods in which responses can be achieved more quickly or be expedited through removing processes such as posting. The types of communication available with the CRU are highly suited to the needs of our customers, with no additional types of communication being identified. Satisfaction with telephone contact with the CRU is 98%.

Awareness of our website has remained relatively static from the previous survey. The overall content of the website is rated highly by Compensators and Representatives.

Overall treatment

Our customers were asked to evaluate the CRU’s overall treatment against a number of predefined statements. In general, respondents rate the CRU very highly in terms of staff being helpful, knowledgeable and the treatment received throughout their contact. A number of additional comments received include how professional and helpful staff are which supports the positive ratings provided. From comments raised about expectations around the receipt of Certificates, the CRU issue all Certificates in line with the legislative requirements as stated in the Social Security (Recovery of Benefits) Act 1997.

Conclusions

In summary, levels of satisfaction with the service received from the CRU remain positive. There has been an increase in the use of webforms and e-business and work is ongoing to expand these services. A number of system enhancements to the DH IT systems have been introduced since the survey was performed. Initial feedback from the DH indicates that these have enhanced system performance which will be measured in future surveys.   Any issues raised by the NHS Trusts have been communicated to the DH.