Question to the Department for Work and Pensions:

To ask the Secretary of State for Work and Pensions, whether her Department completed its annual Claimant Service & Experience survey in the 2019-20 financial year.

The Customer Experience Survey (CES), which has replaced the previous Claimant Service and Experience Survey (CSES), was started in 2019/20, but due to COVID-19 was suspended halfway through the survey year. This means in the Departmental Annual Report and Accounts, we were unable to provide an overall satisfaction score for 2019/20. The published Annual Report and Accounts can be found here: DWP annual report and accounts 2020 to 2021 - GOV.UK (www.gov.uk)