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

Introduction

From January to April 2021, Client Panel and Experience Panel members took part in research to explore the effect of the Coronavirus (COVID-19) pandemic on communication preferences. In total, 484 members across both Panels chose to complete a survey exploring this topic. Follow-up interviews were carried out with 41 panel members. This report details the findings and key themes that emerged from this work.