10 November 2009 – Publication of DWP research report 575: A qualitative study of satisfaction and dissatisfaction with Jobcentre Plus; an exploration of issues identified in the 2007 Customer Satisfaction Survey with a particular focus on those most likely to be dissatisfied.
A report is published today by the Department for Work and Pensions on the findings of in-depth, qualitative research among Jobcentre Plus customers and staff about the drivers of customer satisfaction and dissatisfaction with Jobcentre Plus services. The research was aimed at exploring the issues identified in the 2007 Customer Satisfaction Survey (DWP RR 480).
Although Jobcentre Plus has always followed up with a range of customer groups from the satisfaction surveys, this particular report departs in an important way from previous work as it’s the first time that the 'dissatisfied' group has been probed in detail. The aim is to gain further understanding of this group to help improve customer services. The Department and Jobcentre Plus conduct regular surveys into customer satisfaction. Ministers acknowledge that some customers are dissatisfied and will work with senior officials to address this.
The key findings of the qualitative research were:
- Most staff perceived customers to be satisfied with Jobcentre Plus services, and that any problems tend to be focused with a minority of individuals.
- Staff believed higher satisfaction levels amongst lone parents (as shown by the 2007 survey) were due to greater and more varied support available to lone parents in overcoming barriers to work, the scope for building a supportive rapport between lone parents and Lone Parent Advisers, and the voluntary nature of provision and requirements such as Work Focused Interviews (WFIs).
- Customers and staff agreed that satisfaction with the new claims process is influenced by the speed, accuracy and efficiency of data gathering and processing, and how customers are treated by staff.
- The timeliness (i.e. appointments happening on time) and privacy of Work Focused Interviews (WFIs) and Fortnightly Job Reviews (FJRs) are considered important in driving customer satisfaction.
- Both customers and staff identified that staff’s detailed up to date knowledge, being treated with respect, and being provided with professional and individualised services were important for good quality customer service.
- Causes of dissatisfaction amongst some JSA customers included a perception that training opportunities open to them through Jobcentre Plus are relatively limited, and that they can be sanctioned if they do not demonstrate that they are actively seeking and available for work.
- The effectiveness of Fortnightly Job Reviews (FJRs) was questioned by customers and staff because of limited time available for job search.
- Some customers felt like complaining but often did not. Reasons included the fact that staff were able to resolve their concerns before they made a formal complaint, and being put off by the formality of the complaints process.
- Customers said the open plan Jobcentre layout provided a more inclusive atmosphere and a less segregated office. Both staff and customer respondents reported that the lack of privacy in Jobcentre Plus offices was a problem.
Notes to Editors
- The DWP research report "A qualitative study of satisfaction and dissatisfaction with Jobcentre Plus; an exploration of issues identified in the 2007 Customer Satisfaction Survey with a particular focus on those most likely to be dissatisfied" will be published on 10th November 2009.
- The research took place in all 11 regions/countries in September–December 2008 and included interviews with staff from Jobcentres and Benefit Delivery Centres, and follow-up telephone interviews and focus groups with customers.
- Policy Research Institute at Leeds Metropolitan University conducted the research. The report authors are Alex Nunn, Fiona Walton and Sukvinder Jassi.
Media Enquiries: 020 3267 5141
Out of hours: 07659 108 883
Website: www.dwp.gov.uk
