Summary report on the potential causes of lower overall satisfaction from non-​white customers and customers with long term illness or disability

Title:

Summary report on the potential causes of lower overall satisfaction from non-​white customers and customers with long term illness or disability

Type:

Report

Date Created:

2010-01-07

Description:

This report presents the findings from a qualitative study undertaken by BMRB Social Research with customers with a long-​term illness or disability and non-​white customers. These customers had previously expressed dissatisfaction with the service they had received from The Pension Service (TPS) and/​or the Disability and Carers Service. The research delved more deeply into customers’ awareness of TPS products and, in particular, their experiences of the application process and the accessibility of TPS services.

Identifier URL:

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Resource ownership

  • Creator:
    • Richard Stockley, Sinead Lawless and Zoe Slade
      BMRB Qualitative
  • Publisher(s):
    • Department for Work and Pensions
      Caxton House, Tothill Street, London, SW1H 9DA
      Email: enquiries@dwp.gsi.gov.uk
      Web: www.dwp.gov.uk

  • Rights:
    • Crown Copyright 2010
  • Additional Info Source:
    • Richard Stockley, Sinead Lawless and Zoe Slade
      BMRB Qualitative

Coverage

  • Geographic:
    • UK
  • Format:
    • Text/​PDF medium: Internet
  • Time period:
    • 2009
  • Subject(s):
    • Benefits; Disability; Illnesses
  • Regional strategies:
    • Regional Health and Well-being Strategy
  • Keywords:
    • ethnic minorities, long term illness, pension service, disability, carers, customer satisfaction, dissatisfaction

Other details

  • Date available:
    • 2010-​02-​24
  • Frequency of update:
    • Unknown
  • Language:
    • English
  • ISBN:
    • 978 1 84712 510 1
  • Cost:
    • Free
  • Access restrictions:
    • None

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