Written question asked by Lord Hammond of Runnymede (Conservative) on Tuesday, 6 February 2007, in the House of Commons. It was due for an answer on Thursday, 8 February 2007. It was answered by Anne McGuire (Labour) on Monday, 26 February 2007 on behalf of the Department for Work and Pensions.
Non-departmental Public Bodies: Performance Standards
- Question
- To ask the Secretary of State for Work and Pensions if he will place in the Library copies of (a) the customer satisfaction surveys and (b) the results of mystery shopper exercises conducted since 2001 for (i) Jobcentre Plus, (ii) the Pension Service, (iii) the Child Support Agency and (iv) the Disability and Carers Service.
- Answer
-
For information up to February 2006, I refer the hon. Member to the written answer I gave the hon. Member for Yeovil (Mr. Laws) on 8 February 2006, Official Report, columns 1191-92W.Jobcentre Plus has not undertaken any further quantitative national customer satisfaction surveys since February 2006.A copy of the Jobcentre Plus Mystery Shopping National Report for 2005-06 has been placed in the Library.A customer satisfaction survey for the Pension Service’s International Pension Centre was conducted last year. It is due for publication later this year; copies will be placed in the Library at that time. The Pension Service is now in the final stages of designing its 2007 survey, which is due to be completed at the end of the year.Updated copies of the Pension Service mystery shopping results for 2004-05, 2005-06 and the first three quarters of 2006-07 have been placed in the Library.The Child Support Agency has not conducted any national customer satisfaction surveys or mystery shopper exercises since February 2006.The Disability and Carers Service (DCS) conducted a Customer Service Survey in 2005-06 and a copy of the report has been placed in the Library. A further Customer Service Survey for 2006-07 has just been conducted but the report is not yet available.For 2005-06 and the first quarter of 2006-07, DCS still had its own internal measurement checks known as ‘Measurement of Customer Service’ (MCS). Copies of the 2005-06 end of year MCS report and the first quarter’s MCS report for 2006-07 have been placed in the Library.MCS is now being replaced by a dedicated Mystery Shopping programme for DCS. This programme will provide an independent assessment of customer service delivery and will also be used to target internal improvements in DCS based on the six criteria of the DCS ‘Customer Promise’ that are set out in the DCS Customer Information Leaflet. The first results from the Mystery Shopping Programme will become available later this year.
Secondary information
- Type
- Written question
- Reference
- 120239; 457 c1065W;457 c1049W
- Session
- 2006-07
- Related items
- Subjects
- Department for Work and Pensions Non-departmental public bodies Standards
- Link
- View this Written question on www.publications.parliament.uk
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- 2013-11-24 19:20:07 +0000
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