Research examining customers鈥� experiences of DWP鈥檚 complaints process
This report presents findings from qualitative interviews with customers on customer experiences of the Department for Work and Pension's (DWP's) complaints process.
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Research background聽
This report describes qualitative research聽conducted聽by Verian, on behalf of DWP,聽to understand:聽
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what聽influences聽customers to complain, or prevents them from complaining聽
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how customers experience聽DWP鈥檚 complaints process
Contribution to the evidence base聽聽
Gathering this evidence is crucial to improving the formal complaints procedure and reducing complaint volumes by improving DWP 蝉别谤惫颈肠别蝉.听听
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Understanding what leads customers to complain will help the department to improve the service it offers to customers. Better service should generate fewer complaints, reducing the costs of handling complaints. These findings will also help the department improve the complaints process.