Spreadsheet data shows LACK of satisfaction in the DWP ‘satisfaction survey’

Sue Jones strikes again, doing what the Tories clearly hoped nobody would: Actually reading the data underpinning their DWP ‘satisfaction survey’.

Also known as the Department for Work and Pensions Claimant Service and Experience Survey (CSES), the document was said to have shown that most claimants were satisfied with the treatment they received.

Ms Jones has already raised issue with this, pointing out that people who were refused benefit were not asked to take part in the survey, and that those who did take part – being in receipt – may have responded more positively in an effort (conscious or subconscious) to ensure that they continued to receive it.

But she also found that claimants were saying difficulties and problems were not being resolved.

Half of ESA claimants said they weren’t satisfied with the procedure for resolving issues, while 53 per cent of JSA claimants and 57 per cent of those in receipt of PIP were unhappy.

In a tweet, Ms Jones stated: “This wasn’t mentioned either in the survey report. I found it tucked away in the excel data tables. The DWP are not rectifying mistakes or addressing problems adequately.”

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2 thoughts on “Spreadsheet data shows LACK of satisfaction in the DWP ‘satisfaction survey’

  1. Florence

    One suspects that claimants may (as you say) exaggerate as there’s no indication when you do the survey who’s reading it. But I also think there is a huge gap between the actual meaning of a begrudging and fearful “it was satisfactory” as one step away from.”unsatisfactory” on the scale offered, and the way the DWP is trumpeting they / we were all “satisfied”. Working from memory here, having completed the survey myself, anyone who gets any award these days without going to appeal and keeping full mobility and care is genuinely stunned, not satisfied. The stress, the form, evidence gathering, endless weeks of not knowing if they even got your form, being worried like no other about the assessment, and then the actual assessment, then brown envelope day – there is nothing satisfactory at all. (And I can honestly say the assessment was more stressful than my Viva Voce defence of my PhD.)

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