Research Partners Framework

FSCS is one of the core compensation schemes in the UK, originally set up by government, which provides free protection for consumers on the financial products they have - our mission is to provide a trusted compensation service for customers, which raises public confidence in the Financial Services industry - so we have a big role to play in helping maintain financial stability. As we develop our corporate strategy for the 2020's, we are also transforming the way we work and the customer experience we deliver. So we are working smart, with agile and progressive digitisation of the organisation. This is all with the aim of providing outstanding customer experiences right from when they might need us, to when they make a claim - and with the hope that their experience leads to advocacy, leverages our reputation and serves our mission. To achieve this, we need to set and measure our brand, our performance and the customer experience. We currently undertake a range of qualitative and quantitative research, and we use our internal Data Teams to use the results to service that customer experience through operations, marketing, communications, industry engagement etc. We are now looking to develop a roster of trusted research partners to work with us to deliver our mission and strategic ambition. While we don't have a set research programme defined at this stage, we know it will be a mix of methodologies and we know that it will need to deliver the insights we need to improve our experience. In summary, the type of research we are likely to conduct includes:

- Creative testing & tracking - Brand tracking, development and positioning - Communications and creative concept testing/development - Customer satisfaction - Employee engagement - Journey management - Market sizing/segmentation - Proposition development - Usage and Attitude Studies - Web/online platform development/usability; user testing

The framework is split into the following Lots: 1 - Qualitative Research and Analysis (estimated £400k over the life of the framework) 2 - Quantitative Research and Analysis (estimated £1.6m over the life of the framework) 3 - Mystery Shopping (£1m over the life of the framework)

Additional information: The initial term, during which the Services shall be delivered in full, is for a period of 2 years (twenty-four months). There will be an option for FSCS to extend on two occasions for up-to 12 months each time, therefore making the Effective Service Term a potential total term of 4 years

FSCS intends to use an eTendering system for this process. To express interest and access the content. - Click the 'Express Interest' button at the top of the page. - to view the relevant documents please follow the steps below: 1. Register your company on FSCS eTendering portal (this is only required once) - Browse to the eTendering Portal https://fscs.bravosolution.co.uk/web/login.html and click the link to register - Enter your correct business and user details - Note the username you chose and click 'Save' when complete - You will shortly receive an email with your unique password (please keep this secure) 2. Express an Interest and access the document for the Opportunity - Login to the portal with the username/password - Click the 'ITTs Open To All Suppliers' link. (This opportunity is open to any registered supplier) - Click on the relevant PQQ i.e.FSCS 345 Research Framework'.

The value entered is the estimated expenditure over a 4 year period.