Jobseekers Customer Satisfaction Survey – FAQ


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  1. Why did I get this letter?
  2. What details has the company been provided with?
  3. How was I selected?
  4. How will they contact me?
  5. What happens after the survey is done?
  6. Why is it important to take part in this survey?
  7. Is the Department allowed to use my information in this way?

1. Why did I get this letter?

I’ve sent you this letter to let you know that a Customer Satisfaction survey is taking place shortly, that you may be contacted and asked to take part. We’ve asked a survey company, W5, to find out about your experiences with your local Intreo (social welfare) office. They may be ringing you to ask a few questions.

You do not have to take part in this survey. If you do not want to be contacted about the survey, please contact us at CustomerSatisfactionSurvey@welfare.ie and we will remove you from the dataset.

2. What details has the company been provided with?

The Department provided W5 with your name and phone number only for the purpose of this one survey. The company has also been provided with some description of what category you fall into. They do not get any other information.

In addition to your name and phone number, W5 get the following information:

  • Sex
  • Whether you are under 25 or 25 and older
  • What DEASP area your local office is located in
  • Whether your office is an Intreo Office or a Branch Office
  • Your duration on the Live Register as of April 2018 (under six months, under one year, 1-2 years, 2-3 years, 3+ years)

3. How was I selected?

You were randomly selected to take part in the survey. The Department put together a dataset for W5 only with the details above. W5 are contacting a sample of Jobseekers who were on the Live Register at some stage up to April 2018.

4. How will they contact me?

W5 will call you and ask you questions from the survey. They’ll only collect one response per person..

5. What happens after the survey is done?

Once the survey is done, any details about respondents provided to W5 will be deleted from their records. All the results will be anonymised; they will not be linked to you. W5 will break down the results, for example, to get the satisfaction scores for males and females, or for those under 25 and over 25 years old. Your answers, or choosing not to take part, can’t affect any current or future claim you might have with the Department in any way.

6. Why is it important to take part in this survey?

We’d like to ask for your help in understanding how the Department of Employment Affairs and Social Protection can improve the services provided by your local Intreo (social welfare) office. To do this we would be grateful for you to answer the survey questions and let us know your experiences. The survey will only take a few minutes.

7. Is the Department allowed to use my information in this way?

The Department can contact customers for research purposes once other requirements in the European General Data Protection Regulation (GDRP) and Irish Data Protection Acts are met. W5 are contracted agents of the Statistics Unit of the Department for this survey. The Department and W5 have a data processing agreement in place. This means that by law W5 can only use your data for the purposes of this survey. It also means they have to keep your data safe and secure at all times. Your answers are totally private and confidential – they can’t affect any current or future claim you might have with the Department in any way. You do not have to take part in this survey. If you do not want to be contacted about the survey, please contact us at CustomerSatisfactionSurvey@welfare.ie and we will remove you from the dataset.

 

 

Last modified:10/10/2018