London Economics

As part of its work on reviewing the employment and skills system from the perspective of the individual user, the UKCES has commissioned a literature review of the customer experience. The aim of this research is to review and analyse the available academic and publicly available research evidence and literature that details individuals’ experience of the employment and skills system (their levels of satisfaction), in terms of the support provided to help people into work, training and progression, in order to gain insights into how the system is perceived and experienced by the individual user.