PARLIAMENTARY WRITTEN QUESTION
Work Capability Assessments: Surveys (26 January 2021)

To ask the Secretary of State for Work and Pensions, if she will undertake to change the timing of Maximus' Customer Satisfaction Survey for claimants undergoing Work Capability Assessments to after they have completed the process.

Asked by:
Navendu Mishra (Labour)

I refer the Hon Member to the answer I gave to his previous question 142087, that there are currently no plans to change the timing of the customer satisfaction survey.

Maximus’ Customer Satisfaction Survey is focused on the assessment service provided by Maximus. The survey is to help identify how the service can be improved whilst helping to understand the experience of those undergoing an assessment. The survey has no connection with the claims process or the outcome of a customer’s benefit claim.

The department also undertakes its own survey which is designed to monitor customer satisfaction with the services offered by the department and to enable customer views to inform improvements to the delivery of benefits and services.

Answered by:
Justin Tomlinson (Conservative)
2 February 2021