Further information on the Jobseeker Customer Satisfaction Survey

1. Why did I get this letter?

You received this letter to let you know that a customer satisfaction survey is taking place shortly, and that you may be contacted and asked to take part. We have asked a survey company, Ipsos Behaviour & Attitudes, to find out about your experiences with your local Intreo centre or branch office. Ipsos Behaviour & Attitudes may be ringing you to ask a few questions.

You do not have to take part in this survey. If you do not want to be contacted about the survey, please contact us at CustomerSatisfactionSurvey@welfare.ie and we will remove you from the survey.

2. How was I selected?

You were randomly selected to take part in the survey. The department put together a list for Ipsos Behaviour & Attitudes, only including the details below (see Question 3). Ipsos Behaviour & Attitudes are contacting a sample of people who were receiving a Jobseeker’s payment at some stage up to the end of August 2024.

3. What details has the company been provided with?

The department will provide Ipsos Behaviour & Attitudes with your name and phone number only for the purpose of this one survey. The company will also be provided with some description of what category you fall into, as follows:

sex
whether you are under 30 or over 30 years of age
what area your local Social Welfare office is located in
whether your local Social Welfare Office is an Intreo Office or a Branch Office
your duration on a Jobseeker payment as of August 2024 (under one year or over one year)

They will not get any other information.

No data will be shared with Ipsos Behaviour & Attitudes before 21 October 2024, to give you time to opt out if you wish (see Question 7 below).

4. How will they contact me?

Ipsos Behaviour & Attitudes may call you and ask you questions from the survey. They will only collect one response per person.

5. What happens after the survey is done?

Once the survey is done, any details about respondents provided to Ipsos Behaviour & Attitudes will be deleted from their records. All the results will be anonymised; they will not be linked to you. Ipsos Behaviour & Attitudes will break down the results, for example, to get the satisfaction scores for males and females, or for those under 30 and over 30. Your answers, or choosing not to take part, cannot affect any current or future claim you might have with the Department in any way.

6. Why is it important to take part in this survey?

We want to understand how the Department of Social Protection can improve the services provided by your local Intreo (social welfare) office. To do this we would be grateful if you answer the survey questions and let us know your experiences. The survey will only take a few minutes.

7. Is the department allowed to use my information in this way?

The department can contact customers for research purposes once other requirements in the General Data Protection Regulation (GDPR) and Irish Data Protection Acts are met. Ipsos Behaviour & Attitudes are contracted agents of the Statistics Unit of the department for this survey.

The department and Ipsos Behaviour & Attitudes have a Data Processing agreement in place. This means that by law Ipsos Behaviour & Attitudes can only use your data for the purposes of this survey. It also means they have to keep your data safe and secure at all times. Your answers are totally private and confidential – they cannot affect any current or future claim you might have with the department in any way. You do not have to take part in this survey. If you do not want to be contacted about the survey, please contact us at CustomerSatisfactionSurvey@.ie and we will remove you from the survey.

For more information, please contact the Department of Social Protection by email at CustomerSatisfactionSurvey@welfare.ie or by phone at 0818 40 50 60, or see: Surveys in the Department of Social Protection.

or Case Study 10, 2003,

October 2024