Provision of Customer Experience Survey 2022/25
Crown Commercial Service · United Kingdom
Key facts
- Contract value
- £1,166,540
- Awarded
- 18 Apr 2022
- Contract starts
- 24 Apr 2022
- Contract ends
- 31 Dec 2025
- Procedure
- Call-off from a dynamic purchasing system
- Buyer type
- Central government
Awarded to
| Supplier | Value |
|---|---|
| Ipsos (Market Research) Limited | £1,166,540 |
Description
The Department for Work and Pensions (DWP), henceforth to be referred to as the "Authority", seeks proposals from suitably qualified and experienced organisations to deliver its Customer Experience Survey: a push-to-web survey of up to 20 minutes in length, interviewing up to 10,500 customers per year (equivalent to around 2,600 interviews per quarter).
The high-level objective of the Customer Experience Survey is to monitor customer experience for the department. The survey also provides: ⢠an important timeline of customer satisfaction both quarterly and annually; ⢠an understanding of customer experience, including what is working well from the customer's perspective; ⢠insight on the customer experience for different customer groups, for example those on different benefits and at different touch points; ⢠data on the profile of customers including ethnicity, accessibility needs and disability.
Categories (CPV)
- 79342310 Customer survey services
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