A qualitative study of satisfaction and dissatisfaction with Jobcentre Plus; an exploration of issues identified in the 2007 Customer Satisfaction Survey with a particular focus on those most likely to be dissatisfied

This report presents the findings of qualitative research undertaken with Jobcentre Plus staff and customers to further understand the findings of the 2007 Customer Satisfaction Survey. The research took place in all 11 regions/countries between September and December 2008 and involved interviews with staff from jobcentres and Benefit Delivery Centres, and follow-up telephone interviews and focus groups with customers.

The report identifies differences in the drivers of satisfaction and dissatisfaction between different benefit groups. It also explores customer satisfaction with different services and contact channels, identifies what is seen as good customer service and puts forward some suggestions for how this may be improved.