Social Security Scotland – client and staff insights: research findings

7. Conclusion

This report summarises insights research programme findings for the period September 2018 to March 2019. As the organisation grows, clients and staff will continue to have opportunities to feed their views back into the system. 

To date, findings reveal that the vast majority of clients who have left a rating or comment in relation to a telephone or application-based interaction with the organisation have been positive about the experience. 

Staff insights data shows that the organisation is growing, and information on workforce characteristics will continue to be monitored over time. Another insights research publication is planned for September 2019, which will build on the findings presented here.