Using Jobcentre Plus Services: Qualitative evidence from ethnic minority customers

Marangozov R, Bellis A, Barnes H | Research Report DWPRR 717 | Department for Work and Pensions (DWP) | Nov 2010

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This report presents findings from qualitative research conducted with Jobcentre Plus customers in the summer of 2010, with a particular focus on those from an ethnic minority background.

The research involved 83 in-depth, face-to-face interviews with Jobcentre Plus customers in four locations across England. These customers were from Bangladeshi, Pakistani, Indian, Chinese, black Caribbean, black African, ‘Mixed’ and ‘Other’ ethnic backgrounds.

White British customers were also included in this research to explore whether the experiences reported were typical of the entire population sampled or unique to specific ethnic groups.

This research explored the experiences of ethnic minority customers using Jobcentre Plus services, to identify any specific issues and how these might usefully be addressed. The research explored in depth whether ethnic minority customers were satisfied with the service received in terms of:

  • satisfaction with Jobcentre Plus services
  • access to and use of Jobcentre Plus services
  • parity in treatment.

As a qualitative study, it does not claim to be representative of all such customers, but it does provide rich detail on customer perceptions and their views of the service they received from Jobcentre Plus and how these influence their satisfaction with various aspects of that service.