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Research & Analysis Published 21 Nov 2024 Department for Work and Pensions ↗ View on GOV.UK

DWP Customer Experience Survey: Child Maintenance Service 2021 to 2022

This report provides an overview of customers’ satisfaction and experience of the service they received from DWP Child Maintenance Service (CMS) between April 2021 and March 2022.

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Summary

This report provides an overview of customers’ satisfaction and experience of the service they received from Department for Work and Pensions (DWP) Child Maintenance Service (CMS) between April 2021 and March 2022.

Research background

The DWP Customer Experience Survey (CES) is an ongoing survey designed to monitor customer satisfaction with the services offered by DWP. It looks at:

  • overall customer satisfaction with the service provided by CMS
  • customer experience questions which align to four Customer Experience Drivers:
    • Get it Right
    • Make it Easy
    • Communicate Clearly
    • Professional and Supportive
  • customer characteristics including equality measures and digital access

This report presents findings from interviews conducted with 3,394 CMS customers. Fieldwork was independently conducted by Ipsos (previously known as Ipsos MORI).

Research value

Findings from CES are used across DWP to inform improvements in service delivery.