Client Satisfaction Survey opens

Social Security Scotland’s latest Client Satisfaction Survey opened today.

The survey will offer clients who have applied for or received a benefit since 1 April 2021 and who have not received an invite to our last survey an opportunity to tell us about their experience.

Almost 40,000 clients will be invited to take part as part of our commitment to design and deliver a service in consultation with the people who use it.

Open from 7 February to the 20 March, the survey will measure how well we are delivering against our Charter and providing a social security system that treats people with dignity, fairness and respect. This is the fourth time the survey has run. It has been updated to reflect the growth in services and benefits we deliver and improve how we gather client feedback. We have made our survey more accessible for all clients by providing the options of completing the survey on paper, online and on the phone. We are now also inviting clients to the survey via an email and text as well as via post. This allows the data to be more representative of our clients.

People who complete the survey will also be offered the opportunity to participate in Client Panels.

These Panels are made up of volunteers from across Scotland, who are regularly asked for their opinions in several ways, including online and telephone interviews and surveys. The Client Panels is building on the work of the Scottish Government’s Experience Panels and is a continuation of our work to build this new system with the people who will use it.