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Publication - Research and analysis

Social Security client and experience panels research: effects of the coronavirus pandemic on communication preferences

Published
23 August 2021
From
Director-General Communities
Directorate
Social Security Directorate
Part of
Coronavirus (COVID-19) in Scotland
ISBN
9781802012743

A report of findings from research with client and experience panels about communication preferences.

This document is part of a collection

View supporting documents Supporting documents

Annex C: Supplementary tables

Communication preferences

Table C1: Survey respondents' preferred ways to get in touch for advice and general information (n=approx. 484)
Before the pandemic (%) During the pandemic (%) After the pandemic (%)
Phone 50.2 47.4 44.5
Video call 2.5 4.4 4.6
Web chat 24.7 29.9 29.0
In person 9.8 6.5 11.1
Paper form/post 9.8 8.4 7.9
Social media 2.9 3.4 2.9
Table C2: Survey respondents' preferred ways to make an application (n=approx. 484)
Before the pandemic (%) During the pandemic (%) After the pandemic (%)
Phone 16.6 17.9 15.4
Video call 2.9 4.8 4.4
In person 13.6 8.4 12.7
Online form 43.8 49.4 47.1
Paper form/post 23.1 19.5 20.4
Table C3: Survey respondents' preferred ways to get in touch about progress updates (n=approx. 484)
Before the pandemic (%) During the pandemic (%) After the pandemic (%)
Phone 50.5 46.8 45.8
Video call 2.9 5.1 5.2
Web chat 19.2 24.1 23.2
In person 4.4 2.5 3.8
Paper form/post 5.9 3.8 4.8
Social media 0.2 0.4 0.4
SMS 16.8 17.3 16.7
Table C4: Survey respondents' preferred ways to get in touch to challenge a decision (n=approx. 484)
Before the pandemic (%) During the pandemic (%) After the pandemic (%)
Phone 34.5 38.5 34.6
In person 17.6 14.1 18.4
Paper form/post 47.9 47.3 47.0
Table C5: Survey respondents' preferred ways to get in touch about an urgent situation (n=approx. 484)
Before the pandemic (%) During the pandemic (%) After the pandemic (%)
Phone 69.3 64.8 62.8
Video call 3.2 6.6 5.7
Web chat 16.1 20.5 19.4
In person 9.5 6.4 10.5
Paper form/post 1.5 1.3 1.3
Social media 0.4 0.4 0.4
Table C6: Survey respondents' preferred ways to get in touch to advise a change in circumstances (n=approx. 484)
Before the pandemic (%) During the pandemic (%) After the pandemic (%)
Phone 39.0 35.7 34.9
Video call 1.9 3.2 4.0
Web chat 7.6 10.4 10.3
In person 4.6 3.6 5.3
Online form 37.1 37.6 36.8
Paper form/post 9.7 9.5 8.8

Contact

Email: SocialSecurityExperience@gov.scot

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