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Official Statistics

12. Public opinion of DWP service levels: data table

Updated 11 July 2014

(12) Public opinion of DWP service levels
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Data source
DWP Claimant Service and Experience Survey (2013).
DWP Administrative Data
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Time period and availability
Breakdowns for this indicator are currently available by age, disability, ethnicity and gender.
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What does this tell us?
The data gives us the figures for people who responded to the Claimant Service and Experience Survey, and whether they responded positively or not.
For example, 82% of 18-24 year olds that responded were either 'fairly' or 'very' satisfied
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How will an improvement be shown?
An increase in the percentage of claimants who responded as fairly' or 'very' satisfied, would highlight an improvement in our services.
Likewise, a reduction in the percentage who were 'farily' or 'very' dissatisfied can also be seen as an improvement.
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Links to other information that you may find useful Not set Not set Not set Not set Not set Not set Not set Not set Not set Not set Not set Not set Not set Not set Not set
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Table 12.1: Overall satisfaction by Age Not set Not set Not set Not set Not set Not set Not set Not set Not set Not set Not set Not set Not set Not set Not set
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Age Claimant's reported satisfaction Not set Not set Not set Not set Not set Not set Not set Not set Not set Not set Not set Not set Not set Not set
Not set Percentage of customers who are either 'fairly' or 'very' satisfied Percentage of customers who are either 'fairly' or 'very' dissatisfied Not set Not set Not set Not set Not set Not set Not set Not set Not set Not set Not set Not set Not set
16-24 82 18 Not set Not set Not set Not set Not set Not set Not set Not set Not set Not set Not set Not set Not set
25-34 82 17 Not set Not set Not set Not set Not set Not set Not set Not set Not set Not set Not set Not set Not set
35-44 79 19 Not set Not set Not set Not set Not set Not set Not set Not set Not set Not set Not set Not set Not set
45-54 81 18 Not set Not set Not set Not set Not set Not set Not set Not set Not set Not set Not set Not set Not set
55-60 79 19 Not set Not set Not set Not set Not set Not set Not set Not set Not set Not set Not set Not set Not set
61-65 87 11 Not set Not set Not set Not set Not set Not set Not set Not set Not set Not set Not set Not set Not set
66-74 90 9 Not set Not set Not set Not set Not set Not set Not set Not set Not set Not set Not set Not set Not set
75+ 87 8 Not set Not set Not set Not set Not set Not set Not set Not set Not set Not set Not set Not set Not set
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Respondents in age groups 61 to 74 were more likely to be 鈥榲ery鈥� or 鈥榝airly鈥� satisfied than those under 61, or over 74. Respondents over 74 were more likely to be satisfied than those aged between 35 and 54. Not set Not set Not set Not set Not set Not set Not set Not set Not set Not set Not set Not set Not set Not set Not set
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Source: DWP Claimant Service and Experience Survey (2013). Not set Not set Not set Not set Not set Not set Not set Not set Not set Not set Not set Not set Not set Not set Not set
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Notes: Not set Not set Not set Not set Not set Not set Not set Not set Not set Not set Not set Not set Not set Not set Not set
1. Significance testing is conducted at the 95% confidence level. Where mention is made of a difference between groups this is based on significance testing. Not set Not set Not set Not set Not set Not set Not set Not set Not set Not set Not set Not set Not set Not set Not set
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Table 12.2: Overall satisfaction by Disability Not set Not set Not set Not set Not set Not set Not set Not set Not set Not set Not set Not set Not set Not set Not set
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Long-standing illness or disability that limited daily activities or work Claimant's reported satisfaction Not set Not set Not set Not set Not set Not set Not set Not set Not set Not set Not set Not set Not set Not set
Not set Percentage of customer's who are either 'fairly' or 'very' satisfied Percentage of customer's who are either 'fairly' or 'very' dissatisfied Not set Not set Not set Not set Not set Not set Not set Not set Not set Not set Not set Not set Not set
Yes 78 20 Not set Not set Not set Not set Not set Not set Not set Not set Not set Not set Not set Not set Not set
No 84 15 Not set Not set Not set Not set Not set Not set Not set Not set Not set Not set Not set Not set Not set
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Respondents who reported having a disability were less likely to be satisfied than those who did not. Not set Not set
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Source: DWP Claimant Service and Experience Survey (2013). Not set Not set
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Notes: Not set Not set
1. Significance testing is conducted using the 95% confidence level. Where mention is made of a difference between groups this is based on significance testing. Not set Not set
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Table 12.3: Overall satisfaction by Ethnicity Not set Not set
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Ethnicity Claimant's reported satisfaction Not set
Not set Percentage of customer's who are either 'fairly' or 'very' satisfied Percentage of customer's who are either 'fairly' or 'very' dissatisfied
White 82 17
Asian 78 20
Black 86 14
Mixed/Other 67 32
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Respondents in the Mixed/Other group were less likely to report being very or fairly satisfied than each of the other ethnicity groups. Not set Not set
Asian respondents were less likely to report being very or fairly satisfied than Black respondents. Not set Not set
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Source: DWP Claimant Service and Experience Survey (2013). Not set Not set
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1. Significance testing is conducted using the 95% confidence level. Where mention is made of a difference between groups this is based on significance testing. Not set Not set
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Table 12.4: Overall satisfaction by Gender Not set Not set
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Gender Claimant's reported satisfaction Not set
Not set Percentage of customer's who are either 'fairly' or 'very' satisfied Percentage of customer's who are either 'fairly' or 'very' dissatisfied
Male 78 21
Female 84 14
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Male respondents were significantly more likely to be dissatisfied than female respondents.
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Source: DWP Claimant Service and Experience Survey (2013).
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Notes:
1. Significance testing is conducted using the 95% confidence level. Where mention is made of a difference between groups this is based on significance testing.