§ Mr. FieldTo ask the Secretary of State for Social Security what surveys of customer satisfaction have been carried out by(a) the Benefits Agency, (b) the Employment Service and (c) the Child Support Agency since 1992; and if he will place copies in the Library. [71652]
§ Angela EagleThe Benefits Agency carried out national customer satisfaction surveys in 1992, 1993, 1994 and 1995. The Child Support Agency carried out national customer satisfaction surveys in 1992, 1993,678W 1994 and 1995. The Employment Service carried out surveys of the satisfaction of Jobcentre users in 1992, 1993, 1994, 1995 and 1997.
Copies of all surveys have been placed in the Library.
Since 1995 this Department has conducted further research and surveys on customers' views of service delivery. These concentrate on aspects of service where information is limited—for example, because there have been changes to service or where potential issues, or areas for improvement, have been identified. Research is also conducted to monitor Charter standards.