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Centre for Policy on Ageing | |
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The Pension Service customer survey 2003
— a report of research carried out by BMRB International Limited on behalf of the Department for Work and Pensions | | Author(s) | Graham Kelly, Bridget Williams, Nicholas Howat |
| Corporate Author | BMRB Social Research; Social Research Division, Department for Work and Pensions - DWP |
| Publisher | Corporate Document Services, Leeds, 2004 |
| Pages | 207 pp (Department for Work and Pensions Research report 205) |
| Source | Corporate Document Services, 7 Eastgate, Leeds LS2 7LY. Email: orderline@cds.co.uk |
| Keywords | Pensions ; Services ; Central government departments and agencies ; Consumer ; Attitude ; Social surveys. |
| Annotation | The Department for Work and Pensions (DWP) commissioned this research, to understand customers' experience of, attitudes towards and satisfaction with the service they received from the Pension Service. This report presents findings, based on interviews conducted with a representative sample of current pensioners, future pensioners, and their representatives who had recent contact with the Pension Service. The report examines: the customer profile; the Service's overall performance; customers' awareness and knowledge of the Service; methods of communication, and how the Service responded to customers with specific service needs; transferring or redirecting enquiries to other organisations; complaints; and future pensioners and customer representatives. Appendices include a description of the Pension Service performance against the Customer Charter, and a technical report on the methodology used in compiling this report. (RH). |
| Accession Number | CPA-040302223 B |
| Classmark | JJ: I: PC: WY: DP: 3F |
Data © Centre for Policy on Ageing |
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| ...from the Ageinfo database published by Centre for Policy on Ageing. |
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