Since 2019 DWP has contracted Ipsos to undertake a regular customer experience survey.36 We asked DWP whether it could track customer satisfaction for customers with disabilities or additional needs. DWP said it had done some analysis of its customer experience survey but acknowledged that it could be making better use of its survey data to understand differences in customer experiences by key characteristics. It said that it was revising the survey contract with a view to including more wider analysis.37 Service modernisation