Explaining Levels of Customer Satisfaction with First Contact with Jobcentre Plus: results of qualitative research with Jobcentre Plus Staff

This report is a follow up to the First Contact Customer Survey (Research Report 504). As a result of ongoing difficulties accessing data for sampling purposes, the initial plan to undertake qualitative follow-up research with customers was abandoned in favour of research with staff to explore process-related issues which might explain customer responses. The research was undertaken in September and October 2008 and included telephone interviews with senior staff combined with face-to-face interviews and structured observations with staff in Contact Centres, Jobcentres and Benefit Delivery Centres in four Jobcentre Plus regions. Findings relate specifically to staff perceptions of customer satisfaction with first contact.