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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 2023 to 2024

This report provides an overview of customers’ satisfaction and experience of the service they received from DWP Child Maintenance Service (CMS) between April 2023 and March 2024.

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Research background

The Department for Work and Pensions (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 Child Maintenance Service (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 2,280 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.