The Department is too willing to blame low levels of customer satisfaction on CMS customers being difficult to please, despite its own systemic customer service failings. It is disheartening that customer satisfaction is no better now than it was under the failed CSA and that less than half (46%) of customers report they are satisfied with the service they receive. Given that the CMS scheme was 8 Child Maintenance set-up to replace an agency whose customer service was generally considered to ...

The Department is too willing to blame low levels of customer satisfaction on CMS customers being difficult to please, despite its own systemic customer service failings. It is disheartening that customer satisfaction is no better now than it was under the failed CSA and that less than half (46%) of customers report they are satisfied with the service they receive. Given that the CMS scheme was 8 Child Maintenance set-up to replace an agency whose customer service was generally considered to be diabolical, it is unacceptable that the Department has not put in place a robust method for objectively assessing whether it is providing a reasonable Type: conclusion | Number: 5 | Response status: not_accepted Government response: The government disagrees with the Committee’s recommendation. The department’s Customer Experience Directorate actively invests in reviewing cases upheld by the Independent Case Examiner (ICE) to identify and implement service improvements. The department will cont