7.1 The government agrees with the Committee’s recommendations. Target implementation date: December 2022 7.2 The department systematically gathers feedback on customer satisfaction through its Customer Experience Survey, which it carries out annually. This measures customers’ satisfaction and experiences with the services of the department. 7.3 COVID-19 prevented the completion of fieldwork for the 2019-20 Customer Experience Survey, meaning there is no annual level data to report for that year. The 2020-21 Customer Experience Survey report is near completion, and the department is expecting the results to be published in Spring 2022. 7.4 Published results from previous Customer Experience Surveys have shown around seven in ten claimants who used Jobcentre Plus services reported that they were satisfied with the help to find employment. 7.5 As reported in the department’s 2020-21 Annual Report and Accounts, 89% of benefit customers said they were satisfied with the department’s services based on the first three quarters of the Customer Experience Survey. 7.6 The department has work underway, in terms of further evaluation of how effectively work coaches provide employment support. Part of the focus of this work is on developing the evidence base on how the core regime is and has been delivered during the COVID-19 pandemic. The department also has plans to explore the wider support offer through programmes introduced as part of the Plan for Jobs ‘as a system’ to inform the department’s future delivery strategy.