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100,000 clients invited to complete our satisfaction survey

A person is writing on paper.

The final date for providing feedback through the Satisfaction Survey has now passed.

Our latest survey inviting clients to provide their opinions on their experiences of dealing with Social Security Scotland has launched today (Monday 10 May).

Almost 100,000 clients will be invited to take part in the Social Security Scotland Satisfaction Survey as part of our commitment to design and deliver a service with the people who use it.

Everyone who has applied for or received a Social Security Scotland benefit since August 2020 will be able to tell us how satisfied they are with our service. This includes clients whose application was unsuccessful and clients who applied on behalf of someone else.

Invitations to take part will be issued by post and email in batches over the coming weeks.

The survey will measure how well we are delivering a social security system based on our values of dignity, fairness and respect.

Thousands of volunteers have already taken part in our Experience Panels to share their lived experience of the UK benefits system and help us build a fairer system for Scotland.

Now that we deliver 10 benefits to the people who need them, we are seeking the views of our own clients. People completing the survey will also be offered the opportunity to take part in Client Panels.

Made up of volunteers from across Scotland, Client Panel members will be regularly asked for their opinions in several ways, including online and telephone interviews and surveys – helping us to make sure we are getting things right.

We believe that our new service is an investment in the people of Scotland – one that is created with people and not for them.


The results from our first survey, carried out last year, are available at our website.

The survey ties in with measuring how we are delivering against Our Charter, which sets out what people should expect from the new social security system.

The survey is open to everyone who has had a decision on a benefit between 1 August 2020 and 31 March 2021. Those who took part in the first survey in August and September 2020 will not be included again, unless they have had a decision on one of the three benefits launched since then.

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