Customer Satisfaction Surveys

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The Department of Employment Affairs and Social Protection want to assess satisfaction with the Intreo office service and the JobPath service across Ireland from the point of view of jobseekers.

Specifically, we want to find out :

  • Overall satisfaction with Intreo centres, branch offices or JobPath offices
  • Satisfaction with staff
  • Satisfaction with services
  • Satisfaction with processes

Background to the Customer Satisfaction Survey (CSS)

The first CSS of jobseekers was conducted in 2015 by a contracted independent market research company, W5, as part of the Pathways to Work Evaluations Programme. The survey captures:

  • Overall levels of jobseeker satisfaction with service agents, processes/events, locations, by type and location;
  • Jobseekers’ assessment of service agents, processes/events, locations;
  • Jobseekers’ suggestions for modifications and improvements.

The Jobseekers CSS was repeated in 2016 and 2017, with fieldwork for a telephone interview wave and an on-line wave commencing in October. In addition, JobPath clients were added to the 2016 round. The aim of the JobPath Customer Satisfaction Survey (CSS) is to capture the same touchpoints as the Jobseekers CSS.

Last modified:21/02/2018