Welcome to the Client Panels Newsletter
In this tenth edition of our newsletter, we are sharing links to new reports, information about recent projects, and news and updates.
First of all, thank you to all of our members, especially those who have recently joined or extended their membership. We now have around 15,000 Client Panel members. We’re grateful to everyone who has taken part in our research projects.
You can find all our newly published reports at https://www.socialsecurity.gov.scot/about/social-research
Our feedback surveys ask clients about their experiences with Social Security Scotland. They aim to find out what is working well and what could be improved. Since our last newsletter, we have published reports on these surveys:
More than 1,500 people took part in our second annual survey of Client Panel members during November-December 2024. The survey asked panel members about their experience with Social Security Scotland, including things like receiving payments and getting in touch with us. The survey found that 82% of respondents had a positive overall experience with Social Security Scotland in the last year. This survey will be repeated every year to measure changes over time.
The Client Satisfaction Survey offers clients the chance to tell us about their views and experiences of the service they received. It covers experiences up to the point of receiving a decision or payment from Social Security Scotland. The latest report includes responses from clients who took the survey between April 2023 and March 2024.
Data from this survey is included in the recently published Charter Measurement Framework 2024-25. The framework measures how well Social Security Scotland is carrying out the commitments in Our Charter.
We have also published findings from surveys about clients’ experience of:
These evaluation projects are looking at whether the Scottish Government’s policy aims are being met.
Client Panel members have been involved in an evaluation of Social Security Scotland’s decision making for disability benefits. The report will be published in Winter 2025. It will look at the impact of decision making policies on clients.
Client Panels members have been involved in an evaluation of carer benefits. Panel members participated in research looking at the case transfer process of Carer’s Allowance awards to Carer Support Payment. It also looked at the impacts of Carer Support Payment on clients. The findings will be published in winter 2025/26.
Social Security Scotland’s user research team does research with clients to improve different parts of the service.
In April 2025 we spoke with 12 Client Panel members to understand their needs relating to digital communication. We heard about people's reasons for preferring digital communications to letter-based communication. This research is helping us to make decisions about the future of our digital and non-digital communications and ensure we meet people’s needs.
In May 2025, we conducted research with 10 Client Panel members which tested changes to our Contact Details section of the Low Income Benefit online application forms. This enabled us to make improvements which will come into effect from December 2025.
Between June 2025-July 2025, we spoke with 24 Client Panel members about their experiences with Adult Disability Payment and Child Disability Payment decision letters. We tested new letter designs to understand how to make them clearer and easier to understand. This research is helping us make decision letters better and easier to understand for people receiving them.
You can leave the Client Panels at any time. If you no longer want to take part, let us know by using details below in the contact us section.
You can send us feedback and suggestions for this newsletter by using the contact details below.
We’ll contact you using the details you’ve given us. If you prefer we contact you in another way, let us know and we’ll update our records. To do this or to let us know of any other relevant research related information, contact us:
The Client Panels team do not have access to your case information and can’t give advice. You can contact a Social Security Scotland Client Advisor by: