Annex B: Supplementary tables
Please note that the following tables only include respondents who applied for Adult or Child Disability Payment. Note that with the exception of type of disability which was provided by the Client Satisfaction Survey team, these numbers were taken from the Client Satisfaction Survey 2024-25 Annual report and the corresponding supplementary tables published. The numbers were calculated based on the proportions and total numbers provided and then rounded up or down to the nearest whole number, as appropriate.
Table S1 Equalities breakdowns for Client Satisfaction Survey 2024-25 respondents, presenting total number of respondents in each group: Benefit payment
| Benefit Payment |
Total number of respondents |
| CDP |
1,237 |
| ADP |
12,285 |
Table S2 Equalities breakdowns for Client Satisfaction Survey 2024-25 respondents, presenting total number of respondents in each group: Outcome
| Outcome |
Total number of respondents |
| Successful applicants |
8,719 |
| Unsuccessful applicants |
3,147 |
Table S3 Equalities breakdowns for Client Satisfaction Survey 2024-25 respondents, presenting total number of respondents in each group: Gender
| Gender |
Total number of respondents |
| Man |
5,054 |
| Woman |
7,928 |
Table S4 Equalities breakdowns for Client Satisfaction Survey 2024-25 respondents, presenting total number of respondents in each group: Age
| Age category |
Total number of respondents |
| 16-24 |
607 |
| 25-34 |
867 |
| 35-44 |
2,223 |
| 45-54 |
2,743 |
| 55-64 |
5,082 |
| 65 and over |
1,652 |
Table S5 Equalities breakdowns for Client Satisfaction Survey 2024-25 respondents, presenting total number of respondents in each group: Ethnicity
| Ethnicity |
Total number of respondents |
| White |
12,232 |
| Minority ethnic |
626 |
Table S6 Equalities breakdowns for Client Satisfaction Survey 2024-25 respondents, presenting total number of respondents in each group: SIMD
| SIMD Quintile |
Total number of respondents |
| 1 |
3,358 |
| 2 |
2,772 |
| 3 |
2,204 |
| 4 |
1,721 |
| 5 |
1,143 |
Table S7 Equalities breakdowns for Client Satisfaction Survey 2024-25 respondents, presenting total number of respondents in each group: Rurality
| Rurality |
Total number of respondents |
| Urban |
9,512 |
| Rural |
1,686 |
Table S8 Equalities breakdowns for Client Satisfaction Survey 2024-25 respondents, presenting total number of respondents in each group: Type of disability
| Type of Disability |
Total number of respondents |
| Mobility such as walking short distances or climbing stairs |
1,644 |
| Other |
3,939 |
| Breathing, fatigue, or stamina |
739 |
| Dexterity such as lifting or carrying objects or using a keyboard |
348 |
| Learning, understanding, or concentrating |
936 |
| Memory |
1,653 |
| Social or behavioural such as associated with Autism, attention deficit disorder or Aspergers' syndrome |
129 |
| Hearing such as deafness or partial hearing |
67 |
| Vision such as blindness or partial sightedness |
183 |
Table S9 Client Satisfaction Survey 2024-25 breakdowns of those who responded to: the application process allowed me to fully explain my/my child’s circumstances: Overall responses
| Overall responses |
Strongly agree or agree |
Neither agree nor disagree |
Disagree or strongly disagree |
Total number |
| Count |
8371 (64%) |
1769 (14%) |
2908 (22%) |
13048 |
Table S10 Client Satisfaction Survey 2024-25 breakdowns of those who responded to: the application process allowed me to fully explain my/my child’s circumstances: Benefit
| Benefit |
Strongly agree or agree |
Neither agree nor disagree |
Disagree or strongly disagree |
Total number |
| CDP |
985 (81%) |
105 (9%) |
127 (10%) |
1217 |
| ADP |
7386 (62%) |
1664 (14%) |
2781 (24%) |
11831 |
Table S11 Client Satisfaction Survey 2024-25 breakdowns of those who responded to: the application process allowed me to fully explain my/my child’s circumstances: Outcome
| Outcome |
Strongly agree or agree |
Neither agree nor disagree |
Disagree or strongly disagree |
Total number |
| Successful |
6800 (80%) |
874 (10%) |
793 (9%) |
8467 |
| Unsuccessful |
714 (23%) |
586 (19%) |
1764 (58%) |
3064 |
Table S12 Client Satisfaction Survey 2024-25 breakdowns of those who responded to: the application process allowed me to fully explain my/my child’s circumstances: Ethnicity
| Ethnicity |
Strongly agree or agree |
Neither agree nor disagree |
Disagree or strongly disagree |
Total number |
| White |
7636 (64%) |
1608 (14%) |
2637 (22%) |
11881 |
| Ethnic minority |
440 (74%) |
66 (11%) |
88 (15%) |
594 |
Table S13 Client Satisfaction Survey 2024-25 breakdowns of those who responded to: the application process allowed me to fully explain my/my child’s circumstances: Gender
| Gender |
Strongly agree or agree |
Neither agree nor disagree |
Disagree or strongly disagree |
Total number |
| Man |
3066 (63%) |
678 (14%) |
1119 (23%) |
4863 |
| Woman |
5110 (66%) |
1007 (13%) |
1600 (21%) |
7717 |
Table S14 Client Satisfaction Survey 2024-25 breakdowns of those who responded to: the application process allowed me to fully explain my/my child’s circumstances: Type of disability
| Type of disability |
Strongly agree or agree |
Neither agree nor disagree |
Disagree or strongly disagree |
Total number |
| Vision |
33 (54%) |
8 (13%) |
20 (33%) |
61 |
| Hearing |
72 (58%) |
19 (15%) |
34 (27%) |
125 |
| Mobility |
1126 (70%) |
193 (12%) |
286 (18%) |
1605 |
| Dexterity |
492 (68%) |
87 (12%) |
140 (20%) |
719 |
| Learning |
233 (70%) |
45 (14%) |
56 (17%) |
334 |
| Memory |
576 (63%) |
133 (15%) |
200 (22%) |
909 |
| Stamina |
2352 (61%) |
567 (15%) |
929 (24%) |
3848 |
| Social or behavioural |
839 (52%) |
208 (13%) |
575 (36%) |
1622 |
| Other |
116 (66%) |
24 (14%) |
36 (21%) |
176 |
Table S15 Client Satisfaction Survey 2024-25 overall responses to: the application only asks relevant questions
| Overall responses |
Strongly agree or agree |
Neither agree nor disagree |
Disagree or strongly disagree |
Total number |
| Count |
7995 (62%) |
2356 (18%) |
2617 (20%) |
12968 |
Table S16 Client Satisfaction Survey 2024-25 overall responses to: staff listened to me (Note: only asked of those who reported that they had communication with Social Security Scotland staff): Overall responses
| Overall responses |
Strongly agree or agree |
Neither agree nor disagree |
Disagree or strongly disagree |
Total number |
| Count |
5630 (86%) |
488 (7%) |
436 (7%) |
6554 |
Table S17 Client Satisfaction Survey 2024-25 breakdowns of responses to: they felt trusted (Note: only asked of those who reported that they had communication with Social Security Scotland staff): Benefit
| Benefit |
Strongly agree or agree |
Neither agree nor disagree |
Disagree or strongly disagree |
Total number |
| CDP |
589 (88%) |
49 (7%) |
34 (5%) |
672 |
| ADP |
4688 (81%) |
632 (11%) |
489 (8%) |
5809 |
Table S18 Client Satisfaction Survey 2024-25 breakdowns of responses to: they felt trusted (Note: only asked of those who reported that they had communication with Social Security Scotland staff): Outcome
| Outcome |
Strongly agree or agree |
Neither agree nor disagree |
Disagree or strongly disagree |
Total number |
| Successful |
4180 (91%) |
298 (7%) |
142 (3%) |
4620 |
| Unsuccessful |
614 (50%) |
296 (24%) |
317 (26%) |
1227 |
Table S19 Client Satisfaction Survey 2024-25 breakdowns of responses to: they felt trusted (Note: only asked of those who reported that they had communication with Social Security Scotland staff): Age
| Age |
Strongly agree or agree |
Neither agree nor disagree |
Disagree or strongly disagree |
Total number |
| 16 to 24 |
278 (75%) |
48 (13%) |
46 (12%) |
372 |
| 25 to 34 |
340 (76%) |
50 (11%) |
56 (13%) |
446 |
| 35 to 44 |
836 (79%) |
110 (10%) |
117 (11%) |
1063 |
| 45 to 54 |
1107 (82%) |
148 (11%) |
100 (7%) |
1355 |
| 55 to 64 |
1975 (84%) |
226 (10%) |
147 (6%) |
2348 |
| 65 or over |
645 (86%) |
73 (10%) |
31 (4%) |
749 |
Table S20 Client Satisfaction Survey 2024-25 breakdowns of responses to: I agreed with the decision: Overall responses
| Overall responses |
Strongly agree or agree |
Neither agree nor disagree |
Disagree or strongly disagree |
Total number |
| Count |
7096 (59%) |
1470 (12%) |
3448 (29%) |
12014 |
Table S21 Client Satisfaction Survey 2024-25 breakdowns of responses to: I agreed with the decision: Benefit
| Benefit |
Strongly agree or agree |
Neither agree nor disagree |
Disagree or strongly disagree |
Total number |
| CDP |
933 (79%) |
71 (6%) |
184 (16%) |
1188 |
| ADP |
6163 (57%) |
1399 (13%) |
3264 (30%) |
10826 |
Table S22 Client Satisfaction Survey 2024-25 breakdowns of responses to: I agreed with the decision: Outcome
| Outcome |
Strongly agree or agree |
Neither agree nor disagree |
Disagree or strongly disagree |
Total number |
| Successful |
6825 (81%) |
715 (11%) |
715 (9%) |
8446 |
| Unsuccessful |
132 (4%) |
338 (11%) |
2585 (85%) |
3055 |
Table S23 Client Satisfaction Survey 2024-25 breakdowns of responses to: I agreed with the decision: Gender
| Gender |
Strongly agree or agree |
Neither agree nor disagree |
Disagree or strongly disagree |
Total number |
| Men |
2464 (56%) |
617 (14%) |
1345 (30%) |
4426 |
| Women |
4437 (62%) |
802 (11%) |
1911 (27%) |
7150 |
Table S24 Client Satisfaction Survey 2024-25 breakdowns of responses to: I understood why [the decision] was made: Overall responses
| Overall responses |
Strongly agree or agree |
Neither agree nor disagree |
Disagree or strongly disagree |
Total number |
| Count |
8327 (69%) |
1445 (12%) |
2283 (19%) |
12055 |
Table S25 Client Satisfaction Survey 2024-25 breakdowns of responses to: I understood why [the decision] was made: Benefit
| Benefit |
Strongly agree or agree |
Neither agree nor disagree |
Disagree or strongly disagree |
Total number |
| CDP |
997 (85%) |
64 (5%) |
118 (10%) |
1179 |
| ADP |
7330 (67%) |
1381 (13%) |
2165 (20%) |
10876 |
Table S26 Client Satisfaction Survey 2024-25 breakdowns of responses to: I understood why [the decision] was made: Outcome
| Outcome |
Strongly agree or agree |
Neither agree nor disagree |
Disagree or strongly disagree |
Total number |
| Successful |
7563 (88%) |
669 (8%) |
335 (4%) |
8567 |
| Unsuccessful |
725 (24%) |
712 (23%) |
1641 (53%) |
3078 |
Table S27 Client Satisfaction Survey 2024-25 breakdowns of responses to: I understood why [the decision] was made: Gender
| Gender |
Strongly agree or agree |
Neither agree nor disagree |
Disagree or strongly disagree |
Total number |
| Men |
3032 (67%) |
660 (15%) |
864 (19%) |
4556 |
| Women |
5246 (72%) |
882 (12%) |
1127 (16%) |
7255 |
Table S28 Client Satisfaction Survey 2024-25 breakdowns of responses to: I understood why [the decision] was made: Ethnicity
| Ethnicity |
Strongly agree or agree |
Neither agree nor disagree |
Disagree or strongly disagree |
Total number |
| White |
7775 (70%) |
1465 (13%) |
1906 (17%) |
11146 |
| Ethnic minority |
431 (77%) |
62 (11%) |
67 (12%) |
560 |
Table S29 Client Satisfaction Survey 2024-25 overall responses to: My practitioner understood my disability or health condition(s) and how it affects me (Note: only asked of those who reported that they had a consultation)
| Overall responses |
Strongly agree or agree |
Neither agree nor disagree |
Disagree or strongly disagree |
Total number |
| Count |
515 (84%) |
57 (9%) |
38 (6%) |
610 |
Table S30 Client Satisfaction Survey 2024-25 breakdowns of responses to: I was were treated fairly and respectfully throughout the application process: Overall responses
| Overall responses |
Strongly agree or agree |
Neither agree nor disagree |
Disagree or strongly disagree |
Total number |
| Count |
9785 (75%) |
1941 (15%) |
1416 (11%) |
13142 |
Table S31 Client Satisfaction Survey 2024-25 breakdowns of responses to: I was were treated fairly and respectfully throughout the application process: Benefit
| Benefit |
Strongly agree or agree |
Neither agree nor disagree |
Disagree or strongly disagree |
Total number |
| CDP |
1041 (85%) |
117 (10%) |
65 (5%) |
1223 |
| ADP |
8744 (73%) |
1824 (15%) |
1351 (11%) |
11919 |
Table S32 Client Satisfaction Survey 2024-25 breakdowns of responses to: I was were treated fairly and respectfully throughout the application process: Outcome
| Outcome |
Strongly agree or agree |
Neither agree nor disagree |
Disagree or strongly disagree |
Total number |
| Successful |
7728 (90%) |
615 (7%) |
221 (3%) |
8564 |
| Unsuccessful |
1079 (35%) |
930 (30%) |
1048 (34%) |
3057 |
Table S33 Client Satisfaction Survey 2024-25 breakdowns of responses to: I was were treated fairly and respectfully throughout the application process: Age
| Age |
Strongly agree or agree |
Neither agree nor disagree |
Disagree or strongly disagree |
Total number |
| 16 to 24 |
431 (72%) |
103 (17%) |
61 (10%) |
595 |
| 25 to 34 |
580 (68%) |
122 (14%) |
149 (18%) |
851 |
| 35 to 44 |
1566 (72%) |
283 (13%) |
315 (15%) |
2164 |
| 45 to 54 |
1980 (74%) |
379 (14%) |
306 (12%) |
2665 |
| 55 to 64 |
3797 (77%) |
768 (16%) |
396 (8%) |
4961 |
| 65 or over |
1267 (79%) |
225 (14%) |
117 (7%) |
1609 |
Table S34 Client Satisfaction Survey 2024-25 breakdowns of responses to: I was were treated fairly and respectfully throughout the application process: Age
| Ethnicity |
Strongly agree or agree |
Neither agree nor disagree |
Disagree or strongly disagree |
Total number |
| White |
8922 (75%) |
1769 (15%) |
1249 (10%) |
11940 |
| Ethnic minority |
495 (83%) |
58 (10%) |
47 (8%) |
600 |
Table S35 Client Satisfaction Survey 2024-25 breakdowns of responses to: I was were treated fairly and respectfully throughout the application process: Age
| Disability |
Strongly agree or agree |
Neither agree nor disagree |
Disagree or strongly disagree |
Total number |
| Vision |
46 (73%) |
6 (10%) |
11 (18%) |
63 |
| Hearing |
87 (70%) |
25 (20%) |
13 (10%) |
125 |
| Mobility |
1269 (79%) |
216 (13%) |
124 (8%) |
1609 |
| Dexterity |
570 (78%) |
96 (13%) |
62 (9%) |
728 |
| Learning |
248 (74%) |
45 (14%) |
41 (12%) |
334 |
| Memory |
653 (72%) |
145 (16%) |
106 (12%) |
904 |
| Stamina |
2829 (74%) |
608 (16%) |
410 (11%) |
3847 |
| Social or behavioural |
1065 (65%) |
265 (16%) |
298 (18%) |
1628 |
| Other |
138 (77%) |
20 (11%) |
21 (12%) |
179 |
Table S36 Client Satisfaction Survey 2024-25 overall responses to: Have you faced any barriers getting help from Social Security Scotland? (Select all that apply) I could not get the information or updates I needed
| Overall responses |
Yes |
No |
Total number |
| Count |
1438 (11%) |
11810 (89%) |
13248 |
Table S37 Client Satisfaction Survey 2024-25 overall responses to: Have you faced any barriers getting help from Social Security Scotland? (Select all that apply) I could not communicate with Social Security Scotland when I wanted to
| Overall responses |
Yes |
No |
Total number |
| Count |
1158 (9%) |
12090 (91%) |
13248 |
Table S38 Client Satisfaction Survey 2024-25 overall responses to: Have you faced any barriers getting help from Social Security Scotland? (Select all that apply) I could not communicate with Social Security Scotland how I wanted to
| Overall responses |
Yes |
No |
Total number |
| Count |
11698 (88%) |
1550 (12%) |
13248 |
Table S39 Client Satisfaction Survey 2024-25 overall responses to: My application(s) was/ (were) handled within a reasonable time frame
| Overall responses |
Strongly agree or agree |
Neither agree nor disagree |
Disagree or strongly disagree |
Total number |
| Count |
8237 (62%) |
2192 (17%) |
2790 (21%) |
13219 |
Table S40 Client Satisfaction Survey 2024-25 breakdowns of responses to: Thinking about your overall experience with Social Security Scotland how much do you agree or disagree with the following…Social Security Scotland is an open and honest organisation: Overall responses
| Overall responses |
Strongly agree or agree |
Neither agree nor disagree |
Disagree or strongly disagree |
Total number |
| Count |
9785 (75%) |
1941 (15%) |
1416 (11%) |
13142 |
Table S41 Client Satisfaction Survey 2024-25 breakdowns of responses to: Thinking about your overall experience with Social Security Scotland how much do you agree or disagree with the following…Social Security Scotland is an open and honest organisation: Benefit
| Benefit |
Strongly agree or agree |
Neither agree nor disagree |
Disagree or strongly disagree |
Total number |
| ADP |
7701 (66%) |
2971 (25%) |
1042 (9%) |
11714 |
| CDP |
972 (80%) |
187 (16%) |
51 (4%) |
1210 |
Table S42 Client Satisfaction Survey 2024-25 breakdowns of responses to: Thinking about your overall experience with Social Security Scotland how much do you agree or disagree with the following…Social Security Scotland is an open and honest organisation: Outcome
| Outcome |
Strongly agree or agree |
Neither agree nor disagree |
Disagree or strongly disagree |
Total number |
| Successful |
7036 (83%) |
1321 (16%) |
160 (2%) |
8517 |
| Unsuccessful |
827 (28%) |
1369 (46%) |
808 (27%) |
3004 |
Table S43 Client Satisfaction Survey 2024-25 breakdowns of responses to: Thinking about your overall experience with Social Security Scotland how much do you agree or disagree with the following…Social Security Scotland is an open and honest organisation: Ethnicity
| Ethnicity |
Strongly agree or agree |
Neither agree nor disagree |
Disagree or strongly disagree |
Total number |
| White |
7905 (67%) |
2907 (25%) |
955 (8%) |
11767 |
| Ethnic minority |
463 (78%) |
93 (16%) |
35 (6%) |
591 |
Table S44 Client Satisfaction Survey 2024-25 breakdowns of responses to: Thinking about your overall experience with Social Security Scotland how much do you agree or disagree with the following…I feel I can trust Social Security Scotland: Overall responses
| Overall responses |
Strongly agree or agree |
Neither agree nor disagree |
Disagree or strongly disagree |
Total number |
| count |
9019 (69%) |
2530 (19%) |
1543 (12%) |
13092 |
Table S45 Client Satisfaction Survey 2024-25 breakdowns of responses to: Thinking about your overall experience with Social Security Scotland how much do you agree or disagree with the following…I feel I can trust Social Security Scotland: Benefit
| Benefit |
Strongly agree or agree |
Neither agree nor disagree |
Disagree or strongly disagree |
Total number |
| ADP |
8010 (68%) |
2388 (20%) |
1468 (12%) |
11866 |
| CDP |
1009 (82%) |
142 (12%) |
75 (6%) |
1226 |
Table S46 Client Satisfaction Survey 2024-25 breakdowns of responses to: Thinking about your overall experience with Social Security Scotland how much do you agree or disagree with the following…I feel I can trust Social Security Scotland: Outcome
| Outcome |
Strongly agree or agree |
Neither agree nor disagree |
Disagree or strongly disagree |
Total number |
| Successful |
7411 (86%) |
961 (11%) |
225 (3%) |
8597 |
| Unsuccessful |
796 (26%) |
1133 (37%) |
1129 (37%) |
3058 |
Table S47 Client Satisfaction Survey 2024-25 breakdowns of responses to: Thinking about your overall experience with Social Security Scotland how much do you agree or disagree with the following…I feel I can trust Social Security Scotland: Age
| Age |
Strongly agree or agree |
Neither agree nor disagree |
Disagree or strongly disagree |
Total number |
| 16 to 24 |
391 (67%) |
116 (20%) |
81 (14%) |
588 |
| 25 to 34 |
538 (64%) |
157 (19%) |
151 (18%) |
846 |
| 35 to 44 |
1477 (69%) |
360 (17%) |
313 (15%) |
2150 |
| 45 to 54 |
1814 (68%) |
524 (20%) |
328 (12%) |
2666 |
| 55 to 64 |
3506 (71%) |
978 (20%) |
471 (10%) |
4955 |
| 65 or over |
1163 (73%) |
300 (19%) |
129 (8%) |
1592 |
Table S48 Client Satisfaction Survey 2024-25 breakdowns of responses to: Thinking about your overall experience with Social Security Scotland how much do you agree or disagree with the following…I feel I can trust Social Security Scotland: Ethnicity
| Ethnicity |
Strongly agree or agree |
Neither agree nor disagree |
Disagree or strongly disagree |
Total number |
| White |
8247 (69%) |
2308 (19%) |
1359 (11%) |
11914 |
| Ethnic minority in the UK |
466 (78%) |
76 (13%) |
55 (9%) |
597 |
Table S49 Client Satisfaction Survey 2024-25 breakdowns of responses to: Thinking about your overall experience with Social Security Scotland how much do you agree or disagree with the following…I feel I can trust Social Security Scotland: Disability
| Disability |
Strongly agree or agree |
Neither agree nor disagree |
Disagree or strongly disagree |
Total number |
| Vision |
41 (62%) |
14 (21%) |
11 (17%) |
66 |
| Hearing |
76 (61%) |
32 (26%) |
17 (14%) |
125 |
| Mobility |
1179 (74%) |
297 (19%) |
122 (8%) |
1598 |
| Dexterity |
529 (73%) |
124 (17%) |
69 (10%) |
722 |
| Learning |
226 (68%) |
72 (22%) |
33 (10%) |
331 |
| Memory |
620 (68%) |
171 (19%) |
116 (13%) |
907 |
| Stamina |
2578 (67%) |
790 (21%) |
485 (13%) |
3853 |
| Social or behavioural |
963 (59%) |
304 (19%) |
355 (22%) |
1622 |
| Other |
123 (69%) |
41 (23%) |
15 (8%) |
179 |
Table S50 Client Satisfaction Survey 2024-25 overall responses to: Thinking about your overall experience with Social Security Scotland how much do you agree or disagree with the following…Social Security Scotland treated me with dignity
| Overall responses |
Strongly agree or agree |
Neither agree nor disagree |
Disagree or strongly disagree |
Total number |
| Count |
10036 (77%) |
2145 (16%) |
934 (7%) |
13115 |
Table S51 Client Satisfaction Survey 2024-25 overall responses to: Thinking about your overall experience with Social Security Scotland how much do you agree or disagree with the following…Social Security Scotland treated me with fairness
| Overall responses |
Strongly agree or agree |
Neither agree nor disagree |
Disagree or strongly disagree |
Total number |
| Count |
9208 (71%) |
2022 (16%) |
1761 (14%) |
12991 |
Table S52 Client Satisfaction Survey 2024-25 overall responses to: Thinking about your overall experience with Social Security Scotland how much do you agree or disagree with the following…Social Security Scotland treated me with respect
| Overall responses |
Strongly agree or agree |
Neither agree nor disagree |
Disagree or strongly disagree |
Total number |
| Count |
10118 (77%) |
2031 (16%) |
918 (7%) |
13067 |
Table S53 Client Satisfaction Survey 2024-25 overall responses to: Have you felt discriminated against at any point during your experience with Social Security Scotland?
| Overall responses |
Yes |
No |
Prefer not to say |
Total number |
| Count |
1058 (8%) |
11443 (85%) |
901 (7%) |
13402 |
How to access background or source data
The data collected for this social research publication:
- may be made available on request, subject to consideration of legal and ethical factors. Please contact socialresearch@gov.scot for further information.
