Service Modernisation Customer Experience Survey
A report examining how customersā experiences are evolving as services are modernised, and customersā overallĀ perceptionsĀ and experiences of modernisation.
Applies to England, Scotland and Wales
Documents
Details
ThisĀ reportĀ containsĀ findings from theĀ Service Modernisation Customer Experience Survey, conducted by IFF Research on behalf of the Department for Work and Pensions (DWP). Two waves of the surveyĀ took place inĀ spring 2024 and spring 2025, surveying customers fromĀ 9 service lines earmarked forĀ modernisation.ĢżThe report examines how customersā experiences are evolving as services are modernised, and customersā overallĀ perceptionsĀ and experiences of modernisation. More specifically, it covers:Ā
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customer contact with DWP and questions aboutĀ customersāĀ experienceĀ of these interactionsĀ
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overall customerĀ experienceĀ ofĀ the service provided byĀ DWPĀ andĀ theĀ Customer Experience DriversĀ
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customer views and experiences ofĀ different typesĀ of modernised services such asĀ managing claims online and receiving updates by textĀ or emailĀ
AnĀ additionalĀ surveyĀ focusingĀ on the experiences of customers who manage more than one service line claim with DWPĀ was also undertaken and findingsĀ are included asĀ anĀ annexĀ toĀ this report.Ģż
ThisāÆreport presents findings on overall customer experience and theāÆDWPĀ CustomerāÆExperience Drivers.āÆāÆThese provide standards against which customer service delivery can be measured.āÆPlease note, findings presented in this report are independent and different to thoseāÆof the Customer Experience Survey which provideāÆtheĀ departmentās key measure of customer satisfaction. Further information can be found on DWP Customer Experience Survey: Benefit customers 2024 to 2025.Ģż
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Findings will be used to inform changes made as part ofĀ the Service Modernisation Programme.
Updates to this page
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An error in Table 5 of the technical report has been corrected. The figures in the āNumber of online interviews completedā and āNumber of telephone interviews completedā columns were originally published the wrong way round and have now been amended. The overall totals for each column were published correctly and remain unchanged.
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First published.