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Pension, Disability and Carers Service annual report of quarterly satisfaction monitor 2009/10
- Authors:
- HOWAT Nick, NORDEN Oliver, GARBETT Erica
- Publisher:
- Great Britain. Department for Work and Pensions
- Publication year:
- 2011
- Pagination:
- 90p.
- Place of publication:
- London
The Pension, Disability and Carers Service (PDCS) is an executive agency of the Department for Work and Pensions, and is responsible for delivering a range of age and disability related benefits. A customer survey was launched to monitor satisfaction with the service and to ensure that customer views were taken into account in operational and policy planning. This report presents the findings from the first year of the customer survey, which reflects information gathered in telephone interviews with customers who had contact with the service in the previous 6 months. It describes the methodology used and reports on findings for the PDCS as a whole, the experiences of Pension Service customers, the experiences of Disability and Carers Service customers, and an overview of customer characteristics. One of the key performance measures was overall customer satisfaction with the service, and the survey found that 92% were satisfied with PDCS as a whole in 2009/10.