Source · Select Committees · Public Accounts Committee
Recommendation 18
18
Accepted
DWP under-utilises customer survey data to understand experiences of diverse claimant groups
Conclusion
Since 2019 DWP has contracted Ipsos to undertake a regular customer experience survey.36 We asked DWP whether it could track customer satisfaction for customers with disabilities or additional needs. DWP said it had done some analysis of its customer experience survey but acknowledged that it could be making better use of its survey data to understand differences in customer experiences by key characteristics. It said that it was revising the survey contract with a view to including more wider analysis.37 Service modernisation
Government Response Summary
The government agrees with the committee's point, committing to strengthening its use of research data to understand vulnerable customer experiences, extending existing analysis, and ensuring a new Customer Experience Survey contract (2025-28) collects deeper insights. It will also develop real-time customer feedback and enhance data collection for Advanced Customer Support Teams.
Government Response
Accepted
HM Government
Accepted
3.1 The government agrees with the Committee’s recommendation. Recommendation implemented 3.2 The department captures customers’ additional needs through its systems. This is a key part of its modernisation strategy, but it recognises that its current transformation plans run for several years, and the department needs to better understand the experiences of its customers including its vulnerable customers. 3.3 In the interim, the department is strengthening how it uses research data to better understand customer experiences and drive improvements. It already publishes analysis of variation in overall satisfaction by long-term health conditions (physical, mental, or both), and is exploring opportunities to extend this analysis to other support needs data captured on systems. Additionally, the new Customer Experience Survey contract (2025-28) will ensure the department collects and analyses the right data to gain deeper insights. The first results will be published in the 2025-26 Customer Experience Survey report and findings will be monitored internally on a regular basis to track emerging trends and identify areas for action. 3.4 These insights will complement existing research across the department, helping pinpoint where support is needed for different customer groups. At the same time, it is developing real-time customer feedback capability through the Contact Centre Modernisation Programme, enabling faster responses to customer needs and improving service delivery. 3.5 The department is strengthening data collection on customers supported by Advanced Customer Support Teams, including insights from the Call Listening Alert Service, which helps identify at-risk customers and informs the design of DWP’s future telephony platform. 3.6 By integrating these insight activities, it is building a comprehensive, data-driven view of customer experiences. This joined-up approach will drive service improvements, policy decisions, and operational enhancements, ensuring the department meets customer needs effectively across all channels.