RR 789 Pension, Disability and Carers Service customer survey: Annual Report from 2010/11
by Nick Howat, Oliver Norden and Erica Garnett
The Pension, Disability and Carers Service (PDCS) commissioned BMRB to conduct a customer satisfaction survey; the results from the second year of this survey are presented in this report. The fieldwork involved over 5,000 telephone interviews with customers who had been in recent contact with PDCS.
The report presents findings on overall PDCS performance as well as reporting on results for the two constituent agencies, The Pension Service (TPS) and the Disability and Carers Service (DCS).
The headline findings include overall levels of satisfaction, scores for the four key drivers of satisfaction (as defined in the Department for Work and Pensions’ Customer Charter) as well as a variety of other information, including contact channel preferences. The report also includes regression analysis of these findings to produce a Kano model of satisfaction.
March 2012 123 pages 297x210mm
ISBN 978-1-908523-48-8
(4.05 MB)