Lord Mendelsohn – 2014 Parliamentary Question to the Department for Work and Pensions

The below Parliamentary question was asked by Lord Mendelsohn on 2014-03-24.

To ask Her Majesty’s Government what customer, user and satisfaction surveys were conducted in the last 12 months in the Department for Work and Pensions and the agencies that report to it; which of them have been reported to the management board in the last 12 months; and which were commissioned by the management board.

Lord Freud

The Department for Work and Pensions conducts an annual Claimant Service and Experience Survey which measures customer satisfaction. The survey includes customers of Jobcentre Plus and the former agency Pensions, Disability and Carers Service. Fieldwork for the 2013 survey was completed in September. The survey is approved by the Operations Executive Team and key findings have been reported to them.

The Child Maintenance Group conducts customer satisfaction surveys to cover all its statutory schemes. Quarterly surveys are run for the 1993/2003 and 2012 schemes and a monthly survey for the Options Gateway to tell how customers think suppliers are delivering service. All of these surveys are commissioned and reviewed for internal use by the CMG Executive Team.