DWP - UK Department for Work and Pensions
DWP - UK Department for Work and Pensions
09/24/2026 | Press release | Distributed by Public on 09/24/2026 09:16
DWP Customer Experience Survey: Benefit Customers 2025 to 2026
Research background
The Customer Experience Survey () is an ongoing survey designed to monitor customer satisfaction with the services offered by . It looks at:
-
overall customer satisfaction with the service provided by
-
customer experience questions which align to 5 customer experience drivers:
-
Get it right
-
Ease of use
-
Communicate clearly
-
Professional and supportive
-
Trusted
-
Customer characteristics including equality measures and digital access
-
This report presents findings from surveys conducted with 9,781 benefit customers. Fieldwork was independently conducted by IFF Research.
Research value
Findings from are used across to inform improvements in service delivery.
DWP - UK Department for Work and Pensions published this content on September 24, 2026, and is solely responsible for the information contained herein. Distributed via Public Technologies (PUBT), unedited and unaltered, on September 24, 2026 at 15:16 UTC. If you believe the information included in the content is inaccurate or outdated and requires editing or removal, please contact us at [email protected]