Social Security Scotland: insights research findings to March 2020

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 March 2020.
• During this period Social Security Scotland received approximately 173,100 contacts by phone. Of these, approximately 95,800 were in relation to Best Start Grant and Best Start Foods, 36,400 were in relation to Carer's Allowance Supplement, 10,300 were in relation to Funeral Support Payment, 2,300 were in relation to Young Carer Grant and 28,300 were general enquiries.
• Over 1,000 clients left ratings on their experience of engaging with the Social Security Scotland telephony service. Of those, 71% felt their call was answered quickly, 63% felt that they got what they needed from the call, and 70% were happy with the overall service they received.
• Over 30,000 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, 99% of those who left a rating rated the service as Very good or Good.
• Over 1,900 clients left ratings following paper, online and telephony applications for Funeral Support Payment. Of paper applicants who left a rating, 88% rated the service as Very good or Good. For online Funeral Support Payment applicants, 90% 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.
• Over 860 clients left ratings following online applications for Young Carer Grant. For online Young Carer Grant applicants, 95% 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, Funeral Support Payment and Young Carer Grant. The majority of comments (76% for Best Start Grant and Best Start Foods telephony applications, 70% for Best Start Grant and Best Start Foods online applications, 89% for Funeral Support Payment telephony applications, 63% for Funeral Support Payment online applications and 68% for Young Carer Grant online applications) were positive.