Question to the Department for Work and Pensions:

To ask the Secretary of State for Work and Pensions, what customer feedback procedures are used in assessing departmental performance in the administration of (a) universal credit, (b) jobseekers allowance and (c) employment support allowance.

The national customer experience survey is the vehicle DWP uses to assess customers’ experiences with the services they receive from DWP. The survey seeks feedback from a range of DWP customers including ESA and UC customers. The last published survey can be found on DWP’s research publication page:

https://www.gov.uk/government/publications/dwp-claimant-service-and-experience-survey-2018-to-2019--2