Title Page
Copyright
Contents
Acknowledgements 7
The Authors 8
The projectteam 9
Abbreviations 11
Summary 13
1. Introduction 21
2. Methodology 23
2.1. Introduction and objectives 23
2.2. Key research questions 23
2.3. Fieldwork summary 24
2.4. Sampling and selection 25
2.5. Analysis 26
2.6. Limitations and imposed changes in the methodology 26
3. General satisfaction 29
3.1. Summary 29
3.2. Evidence from staff 29
3.2.1. General satisfaction 30
3.2.2. Factors underpinning satisfaction 30
3.2.3. Changes in customer satisfaction over the last year 35
3.3. Evidence form customers 35
3.3.1. Benefit-related issues 36
3.3.2. Staff attitudes and support 36
3.3.3. Access 37
3.4. Conclusions and interpretation 39
4. Explaining the survey findings 43
4.1. Summary 43
4.2. Satisfaction and drivers of satisfaction for different benefit groups 44
4.2.1. Summary of suvey findings 44
4.2.2. Explanations from Staff 44
4.2.3. Explanations from customers 47
4.3. Differences in satisfaction 54
4.3.1. Differences in satisfaction related to gender and ethnicity 54
4.3.2. Differences in regional satisfaction 55
4.4. Explanations for access problems raised by the survey 58
4.4.1. Summary of suvey findings 58
4.4.2. Evidence from customers 58
4.5. Explanations for problems with information and changes of circumstances 59
4.5.1. Summary of suvey findings 59
4.5.2. Evidence from staff 60
4.5.3. Evidence from customers 62
4.6. Explanations for complaints-related issues 63
4.6.1. Summary of suvey findings 63
4.6.2. Evidence from staff 63
4.6.3. Evidence from customers 64
4.7. Concisions and interpretation 66
5. Customer satisfaction with services 69
5.1. Summary 69
5.2. New claims 70
5.2.1. Staff perspective 70
5.2.2. Customer perspective 71
5.3. Fortnightly Job Review 72
5.3.1. Staff perspective 72
5.3.2. Customer perspective 73
5.4. Job search assistance and coaching 74
5.4.1. Staff perspective 74
5.4.2. Customer perspective 76
5.5. Work Focused Interviews and labour market and training advice 77
5.5.1. Staff perspective 77
5.5.2. Customer perspective 79
5.6. Referral to external provision 81
5.6.1. Staff perspective 81
5.6.2. Customer perspective 82
5.7. Concisions and interpretation 83
6. Customer satisfaction with channels 85
6.1. Summary 85
6.2. Jobcentre environment and services 86
6.2.1. Jobcentre office environment 86
6.2.2. Face-to-face contact with staff 88
6.2.3. Warm Phones and dedicated phones 90
6.2.4. Jobpoints 91
6.3. Telephone contact 93
6.3.1. Staff perspective 93
6.3.2. Customer perspective 94
6.4. Website 95
6.4.1. Staff perspective 95
6.4.2. Customer perspective 95
6.5. Concisions and interpretation 97
7. Providing services to customers with additional needs 99
7.1. Summary 99
7.2. Additional needs, customer satisfaction and organisational efficiency 100
7.3. Identifying additional needs 100
7.4. Making adjustments to services and provision 102
7.5. Managing the equalities impact of service provision 103
7.6. Concisions and interpretation 104
8. Customer service and Jobcentre PIus 105
8.1. Summary 105
8.2. What is 'good customer service'? 106
8.3. What might be improved? 106
8.3.1. Staff perspective 106
8.3.2. Customer perspective 107
8.4. Concisions and interpretation 109
9. Discussion and interpretation 111
9.1. Explaining the survey findings 111
9.2. Explaining differences in the qualitative and quantitative findings 112
9.3. Considerations for future service provision 113
9.4. Future changes in 'customer satisfaction' 114
9.5. Considerations for future research on 'customer satisfaction' 115
Appendies 117
Appendix A. Customer Focus Group topic guide 117
Appendix B. Jobcentre staff topic guide 127
Appendix C. Benefit Delivery Centre staff topic guide 131
Appendix D. Telephone follow-up with selected customers 141
Appendix E. Senior Manager topic guide 147
References 151
Table 2.1. Locations and dates of customer fieldwork 25
Table 9.1. Factors which impact on satisfaction and dissatisfaction 111