Client satisfaction

On average 1.4 million Dutch and their families depend on UWV for their income. A responsibility, we take very seriously. That is why we regularly measure how satisfied clients are with our service provisions.

Client satisfaction

Client satisfaction: the general report mark given to us by benefit recipients rose from 6.1 in 2005 to 7.1 at the end of 2010. Since 2011 it slightly declined to 6,9 at the end of 2013. During the first 4 months of 2014, it increased again to 7.0.

Job seeker satisfaction concerning UWV’s online services increased during the first 4 months of 2014 to a 6.4. (Previously declined from 6.3 in 2011 to 6.1 at the end of 2013).

The satisfaction of job seekers who knew in advance that they would mainly receive online services and who also make use of these: during the first 4 months of 2014 was a 6.6.

Employer satisfaction

General satisfaction among employers rose from 5.0 in 2005 to 6.3 at the end of 2012. It declined slightly to 6.2 at the end of 2013 and 6.1 during the first 4 months of 2014. The satisfaction of employers with online vacancy mediation and filling via werk.nl decreased to 5.9 at the end of 2013.

Number of complaints

During the first 4 months of 2014, we received 3,055 complaints, about the same number as in the same period in 2013.

Prompt payment

During the first 4 months of 2014, 98% of our unemployment benefit clients received their first definitive payment within four weeks. 93% of clients under the Work and Income (Capacity for Work) Act (WIA) and 93% of clients under the Sickness Benefits Act received their first payment within 4 weeks. The first payment of a benefit under the Invalidity Insurance (Young Disabled Persons) act (Wajong) must take place within 18 weeks after the application; this deadline was met for 96% of these benefits.

Satisfaction with telephone contact

The UWV Telephone received 2.2 million client questions by telephone during the first 4 months of 2014. 81% of our clients were (extremely) satisfied with the UWV Telephone.