| |
Centre for Policy on Ageing | |
 | |
|
The Pension Service customer survey 2005
— a report of research carried out by BMRB Social Research, part of BMRB International Limited on behalf of the Department for Work and Pensions | | Author(s) | Nicholas Howat, Lorraine Sims |
| Corporate Author | BMRB Social Research; Social Research Division, Department for Work and Pensions - DWP |
| Publisher | Corporate Document Services, Leeds, 2006 |
| Pages | 159 pp (Department for Work and Pensions Research report 331) |
| Source | Corporate Document Services, 7 Eastgate, Leeds LS2 7LY. Email: orderline@cds.co.uk Website: www.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 was a follow-up to the baseline survey carried out in 2003 and identifies key trends. It is important to note that there have been significant changes to the Pension Service since the last survey, in particular, no customers' cases are now held by Social Security Offices, and there has been a significant expansion of the local 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; the customer's most recent enquiry and how this was handled; signposting and transferring enquiries to other organisations; and appeals and complaints. Appendices include a technical report on the methodology used in compiling this report. (RH). |
| Accession Number | CPA-060328001 B |
| Classmark | JJ: I: PC: WY: DP: 3F |
Data © Centre for Policy on Ageing |
|
| ...from the Ageinfo database published by Centre for Policy on Ageing. |
| |
|