Customer satisfaction with the CMS is no better than under the old CSA schemes. The Department’s internal survey results show that in the quarter ending December 2019 (before the pandemic), the Department’s customer satisfaction rating was 60%. This is lower than it was when the 2012 scheme was first introduced to replace the CSA schemes, which were widely regarded as having failed to manage child maintenance adequately. More recently, the Department has incorporated its customer satisfaction...

Customer satisfaction with the CMS is no better than under the old CSA schemes. The Department’s internal survey results show that in the quarter ending December 2019 (before the pandemic), the Department’s customer satisfaction rating was 60%. This is lower than it was when the 2012 scheme was first introduced to replace the CSA schemes, which were widely regarded as having failed to manage child maintenance adequately. More recently, the Department has incorporated its customer satisfaction survey for CMG into is wider departmental customer experience survey. Under this measure, less than half (46%) of customers were satisfied with the serv Type: conclusion | Number: 14 | Response status: not_addressed Government response: 5a. PAC recommendation: The Department should use its digital transformation to develop performance indicators that enable it to fully understand why customer satisfaction is so low, and target improvement where data suggests there may be an underlying service is