Post by Admin on Feb 27, 2021 18:13:49 GMT
A critique of the government’s claimant satisfaction survey
Written by Kitty S Jones
politicsandinsights.org/2018/02/11/a-critique-of-the-governments-claimant-satisfaction-survey/
“An official survey shows that 76% of people in the [PIP] system responded to say that they were satisfied. That itself is not a happy position, but it shows that her representation of people’s average experience as wholly negative on the basis of a Twitter appeal does not reflect the results of a scientific survey.” Stephen Kerr, (Conservative and Unionist MP for Stirling), Personal Independence Payments debate, Hansard, Volume 635, Column 342WH, 31 January 2018
“The latest official research shows that 76% of PIP claimants and 83% of ESA claimants are satisfied with their overall experience.” Spokesperson for the Department for Work and Pensions.
The Department for Work and Pensions Claimant Service and Experience Survey (CSES) is described as “an ongoing cross-sectional study with quarterly bursts of interviewing. The survey is designed to monitor customers’ satisfaction with the service offered by DWP and enable customer views to be fed into operational and policy development.”
The survey measures levels of satisfaction in a defined group of ‘customers’ who have had contact with the Department for Work and Pensions within a three-month period prior to the survey.
One problem with the aim of the survey is that satisfaction is an elusive concept – a subjective experience that is not easily definable, accessible or open to precise quantitative measurement.
Furthermore, statistics that are not fully or adequately discussed in the survey report – these were to be found tucked away in the Excel data tables which were referenced at the end of the report – and certainly not cited by Government ministers, are those particularly concerning problems and difficulties with the Department for Work and Pensions that arose for some claimants.
It’s worrying that 51 per cent of all respondents across all types of benefits who experienced difficulties or problems in their dealings with the Department for Work and Pensions did not see them resolved. A further 4 per cent saw only a partial resolution, and 3 per cent didn’t know if there had been any resolution.
In the job seeker’s allowance (JSA) category, some 53 per cent had unresolved problems with the Department and only 39 per cent had seen their problems resolved. In the Employment and Support Allowance (ESA) group, 50 per cent had unresolved problems with the Department, and in the Personal Independent Payment (PIP) group, 57 per cent of claimants had ongoing problems with the Department, while only 33 per cent have seen their problems resolved.
Written by Kitty S Jones
politicsandinsights.org/2018/02/11/a-critique-of-the-governments-claimant-satisfaction-survey/
“An official survey shows that 76% of people in the [PIP] system responded to say that they were satisfied. That itself is not a happy position, but it shows that her representation of people’s average experience as wholly negative on the basis of a Twitter appeal does not reflect the results of a scientific survey.” Stephen Kerr, (Conservative and Unionist MP for Stirling), Personal Independence Payments debate, Hansard, Volume 635, Column 342WH, 31 January 2018
“The latest official research shows that 76% of PIP claimants and 83% of ESA claimants are satisfied with their overall experience.” Spokesperson for the Department for Work and Pensions.
The Department for Work and Pensions Claimant Service and Experience Survey (CSES) is described as “an ongoing cross-sectional study with quarterly bursts of interviewing. The survey is designed to monitor customers’ satisfaction with the service offered by DWP and enable customer views to be fed into operational and policy development.”
The survey measures levels of satisfaction in a defined group of ‘customers’ who have had contact with the Department for Work and Pensions within a three-month period prior to the survey.
One problem with the aim of the survey is that satisfaction is an elusive concept – a subjective experience that is not easily definable, accessible or open to precise quantitative measurement.
Furthermore, statistics that are not fully or adequately discussed in the survey report – these were to be found tucked away in the Excel data tables which were referenced at the end of the report – and certainly not cited by Government ministers, are those particularly concerning problems and difficulties with the Department for Work and Pensions that arose for some claimants.
It’s worrying that 51 per cent of all respondents across all types of benefits who experienced difficulties or problems in their dealings with the Department for Work and Pensions did not see them resolved. A further 4 per cent saw only a partial resolution, and 3 per cent didn’t know if there had been any resolution.
In the job seeker’s allowance (JSA) category, some 53 per cent had unresolved problems with the Department and only 39 per cent had seen their problems resolved. In the Employment and Support Allowance (ESA) group, 50 per cent had unresolved problems with the Department, and in the Personal Independent Payment (PIP) group, 57 per cent of claimants had ongoing problems with the Department, while only 33 per cent have seen their problems resolved.