Publication of DWP Research Report 504: - Customers' experiences of first contact with Jobcentre Plus: Findings from the Quantitive Survey
A report published today by the Department for Work and Pensions shows that 78% of new Jobcentre Plus claimants are satisfied with the new claims service they received, and that more than nine out of ten of customers claiming via the telephone are satisfied with the new claim call itself.
It presents findings from the report entitled Customers' Experiences of First Contact with Jobcentre Plus: Findings from the Quantitative Survey. Quantitative telephone interviews were conducted with over 2,000 Jobcentre Plus new benefit claimants, claiming either Jobseekers Allowance, Income Support or Incapacity Benefit in November and December 2007.
The aim of the survey was to establish levels of customer satisfaction with Jobcentre Plus first contact service amongst individuals in receipt of benefits. The survey did not aim to investigate overall satisfaction with Jobcentre Plus.
The main findings of the research are:
General Satisfaction
- Nearly 78% of all respondents reported being either "very" or "fairly" satisfied with the new claims service.
- Factors influencing dissatisfaction were cited as the length of time taken to process and pay benefits, the loss of documents and the provision of incorrect or contradictory advice.
- 93% of all customers were "fairly" or "very" satisfied with the new claim call itself.
- More than 96% of respondents felt that the new claims adviser had been "fairly" or "very good" at treating them in a friendly and polite way and treating them with respect.
- 92% of customers reported that questions asked during the new claim call were easy to understand, and 93% reported that they were easy to answer.
- However, 12% of all respondents reported that they had outstanding concerns and questions that were not addressed in the new claims call.
- 9% reported they received incorrect or inconsistent information about which benefit to apply for, when the benefit would be received and the recording of incorrect personal details.
