Customer Experience of Direct Payment
In-House Report No. 150
By Lorna Adams, Karen Bunt and Danielle Bright
The purpose of the survey was to obtain a quantitative assessment from a wide range of DWP customers regarding their experience of receiving their entitlement(s) by automated credit transfer (ACT) into a bank or post office card account, with the aim to (i) measure the level of customer satisfaction with the direct payment process and (ii) identify any improvements to the process which might encourage take-up. A telephone survey was conducted in June and July 2004 with 1510 customers receiving working age, disability, carers or pension related benefits by direct payment. Respondents were selected on the basis of having two or three months' experience of being paid in this way.
It was undertaken by IFF Research: Lorna Adams, Karen Bunt and Danielle Bright.
September 2004
ISBN 1 84388 344 9 Paperback
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