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Clients invited to complete latest satisfaction survey

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From 15 November we are inviting our clients to tell us about their experience with our benefits and services in a satisfaction survey.

Clients who have applied for or received a benefit since 1 April 2021 will receive an invite by email, mail or text. Almost 60,000 clients will be invited to take part as part of our commitment to design and deliver a service with the people who use it.

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

This is the third time we have run the survey, and it has been updated to reflect our ever growing services and benefits, and to better capture client feedback.

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 previous surveys 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.

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