2 March 2010 – Publication of DWP working paper 76: Understanding Employer Satisfaction with DWP
Research is published today that explores the factors which contribute to employers’ positive perceptions of the Department for Work and Pensions (DWP). The findings have informed the development of criteria to measure and monitor levels of satisfaction amongst employers in their experiences of dealing with DWP for the Department’s Annual Employer Survey. This also informs the aspiration of a key strategic objective: Make DWP an exemplar of effective service delivery to employers.
The research methodology comprised a background study, 50 face to face and telephone interviews with employers who had contacted DWP in the previous year and a pilot questionnaire survey of a further 250 employers.
The main findings were as follows:
- Four key indicators of satisfaction were identified from desk research and tested in later phases: positive experiences of dealing with the Department; perceived quality of communications to employers; outcomes from queries; and being able to build a relationship with DWP.
- Results from the pilot survey indicate responses across all indicators of around the two-thirds to three-quarter level for each driver.
- A positive experience during previous dealings with the Department was found to be the most important driver of satisfaction amongst employers. Examples of such a positive experience included being supplied with a high number of suitable candidates for vacancies advertised through Jobcentre Plus.
- A number of employers felt the department could be more proactive in communicating information more widely, such as new legislation.
Notes to Editors:
- The DWP Working Paper 76 ‘Understanding Employer Satisfaction with DWP’ is published on 2 March 2010.
- The research was carried out on behalf of the DWP by Ipsos MORI between October and December 2008. The report author is Suzanne Hall.
- For further information please refer to DWP Research Report 635: ‘Employers’ satisfaction with DWP performance against Departmental Strategic Objective 7’ also published 2 March 2010.
Media Enquiries: 0203 267 5141
Out of hours: 07659 108 883
Website: www.dwp.gov.uk
