Publisher's Synopsis
The Department of Social Security commissioned this report from research surveys of Great Britain in order to obtain data on: the claim procedure, the experience of different forms of contact with either local or central Benefits Agency offices, complaints and suggestions for improvements, opinions of the services provided, levels of satisfaction with different parts of the Benefits Agency service. The report's conclusions reveal a level of 86% overall satisfaction, with room for improvement in reducing the amount of time people are kept waiting on the telephone, further reducing in-office waiting times and giving customers greater privacy within the office.
