Research: PIP Mandatory Reconsiderations: Customer Research Findings

This report summarises the key findings regarding Mandatory Reconsiderations (MR) from the PIP Digital Self-Serve (DSS) evaluation. The report includes the findings from qualitative research with Personal Independence Payment (PIP) customers to understand their expectations, perceptions and experiences of the MR stage of the PIP application process.

This research was undertaken as part of the evaluation of the Health Transformation Programme (HTP). HTP is developing a new Health Assessment Service and transforming the PIP service, including introducing a new channel for customers to apply online. This research serves to build evidence surrounding customer experience at the MR stage. 

This report provides a summary of the customer insights of the MR process to date following the evaluation of the DSS application route on GOV.UK. This research includes qualitative insights into customer experiences of the MR stage of the PIP application process. It highlights how customer understanding, emotional responses, and practical barriers influence decision-making.