Social Security Scotland – Insights Research Findings to December 2019

2. Key Findings

• The insights programme has had feedback from clients on their experiences of engaging with the organisation during the period September 2018 to December 2019. During this period Social Security Scotland received approximately 137,700 contacts by phone. Of these, approximately 76,100 were in relation to Best Start Grant and Best Start Foods, 34,700 were in relation to Carer's Allowance Supplement, 5,300 were in relation to Funeral Support Payment, 1,200 were in relation to Young Carer Grant and 20,300 were general enquiries.
• Over 900 clients left ratings on their experience of engaging with the Social Security Scotland telephony service. Of those, 81% felt their call was answered quickly, 72% felt that they got what they needed from the call, and 79% were happy with the overall service they received.
• Over 5,400 clients left ratings following paper, online and telephony applications for Best Start Grant and Best Start Foods. Of paper applicants who left a rating, 86% rated the service as Very good or Good. For online applicants, 95% of those who left a rating rated the service as Very good or Good. For telephony applicants, 98% of those who left a rating rated the service as Very good or Good.
• Over 400 clients left ratings following online and telephony applications for Funeral Support Payment. For online Funeral Support Payment applicants, 89% of those who left a rating rated the service as Very good or Good. For telephony Funeral Support Payment applicants, 98% of those who left a rating rated the service as Very good or Good.
• A subset of clients left feedback in the form of open text comments following applications for Best Start Grant and Best Start Foods and Funeral Support Payment. The majority of comments (77% for Best Start Grant and Best Start Foods telephony applications, 73% for Best Start Grant and Best Start Foods online applications and 86% for Funeral Support Payment telephony applications) were positive.