Title
Contents
Acknowledgements 6
The Authors 7
Abbreviations 8
Summary 10
1. Introduction and survey rationale 15
2. Approach and methodology 17
2.1 Aims 17
2.2 Scope 17
2.3 Customer group aggregations 17
2.4 Customer sampling 18
2.5 The survey process 20
3. General satisfaction 21
3.1 Overall satisfaction 21
3.2 Drivers of satisfaction 23
3.2.1 Descriptive discussion of factors affecting satisfaction 23
3.2.2 Comparative analysis of factors affecting satisfaction 29
3.3 Overall satisfaction and individual characteristics 29
3.3.1 Descriptive discussion of satisfaction by individual characteristics 29
3.3.2 Comparative analysis of factors affecting satisfaction 36
4. Different experiences 37
4.1 Different ways of initiating contact and making the claim 37
4.2 Experiences of 'Rapid Reclaim claimants' 39
4.3 Experiences of 'non-telephone claimants' 41
4.4 Experiences of 'telephone claimants' 41
4.4.1 Choice of telephone method 41
4.4.2 Satisfaction with different elements of the call 43
5. Problems and complaints 50
5.1 Problems experienced in the New Claims process and intention to complain 50
5.2 Complaints process and outcomes 52
6. Contact with other Government departments and other parts of the Department for Work and Pensions 54
7. Service standards and related issues 56
7.1 Relevant Jobcentre Plus service standards 56
7.2 Call waiting times 56
7.3 Information given at the beginning of the New Claims call 58
7.4 The number of calls to complete the New Claim 59
8. Main findings and implications 60
8.1 Overview and commentary 60
8.2 Summary of findings 62
8.2.1 General satisfaction 62
8.2.2 Satisfaction with the New Claims call 62
8.2.3 Different experiences 62
8.2.4 Problems and complaints 63
8.2.5 Contact with other Government departments and agencies 63
Appendix - Survey questionnaire 64
References 103
Table 1. Sample profile 11
Table 2.1 Profile of respondents 19
Table 2.2 Profile of respondents by survey method 20
Figure 3.1 Overall satisfaction, by benefit group 21
Figure 3.2 Best aspects of the New Claims service by benefit type 23
Figure 3.3 Satisfaction with decision time, by benefit group 24
Figure 3.4 Overall satisfaction by time taken to receive first payment 25
Figure 3.5 Satisfaction with benefit decision, by benefit group 26
Figure 3.6 Previous claim experience, by benefit group 27
Figure 3.7 Comparison of current and previous claim, by benefit group 28
Figure 3.8 Overall satisfaction, by gender 30
Figure 3.9 Overall satisfaction, by age group 31
Figure 3.10 Overall satisfaction, by limiting illness 32
Figure 3.11 Customers with limiting illness wait longer for first benefit payment 33
Figure 3.12 Levels of satisfaction by ethnic group 34
Figure 3.13 Levels of satisfaction by English as a first language 35
Figure 4.1 Aggregated claim route types 39
Figure 4.2 Overall satisfaction by claim route 40
Figure 4.3 Awareness of call charges 42
Figure 4.4 Most mobile callers do not request a call back 43
Figure 4.5 Ratings and satisfaction with aspects of the call 44
Figure 4.6 Issues not addressed at end of New Claims call(s), by benefit group 46
Figure 4.7 Time taken to complete the New Claims call(s), excluding breaks, by benefit group 47
Figure 4.8 Ease of handling the call 48
Figure 5.1 Incorrect information and felt like complaining, by benefit group 51
Figure 5.2 Most did not and do not intend to actually make a complaint 52
Figure 6.1 Contact with other agencies and providing repeat information 55
Figure 7.1 Acceptability of waiting time for call to be answered 58
Figure 7.2 The percentage of people who recollected a thorough introduction to the call 59