Provision of Customer Experience Survey 2022/25
Details
- Supplier(s)
- IPSOS (MARKET RESEARCH) LTD
- Value
- £1,166,540
- Duration
- 4 years
- Topic
- Customer survey services
- Published
- 19 May 2022
- Source
- uk:contracts_finder
Tender 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.
Timeline
- Completed: Award date19 April 2022
- Completed: Award published19 May 2022Current notice
- Completed: Contract expiry date31 December 2025
About the buyer
The Government Commercial Agency (CCS) is the UK's central buying body, renamed from the Crown Commercial Service in April 2026. As CCS, it ran national buying agreements for public and non-profit bodies across the UK. Government departments and local authorities drew on it as a shared procurement route. Buyers reached suppliers through frameworks, dynamic purchasing systems, dynamic markets and catalogues. Framework places were advertised on Find a Tender, Contracts Finder and its agreements page. Registration ran through an eSourcing portal, a selection questionnaire and a tender assessment on quality and price. Suppliers paid a commission on sales rather than a fee to join.
Procurement spend from central entities makes up 66% of overall UK public spend.
Over the past 5 years, most of CCS's contract awards have been in business services, IT services and software and information systems.
Relevant CPV codes
- 79342310 · Customer survey services
Decision makers
Connect with the people behind this procurement.
| Contact name | Job title | Phone number | Work email |
|---|---|---|---|
| Head of Procurement | +44 •••• •••••• | ••••••••@crown-commercial-service.gov | |
| Commercial Director | +44 •••• •••••• | ••••••••@crown-commercial-service.gov | |
| Procurement Manager | +44 •••• •••••• | ••••••••@crown-commercial-service.gov | |
| Category Lead | +44 •••• •••••• | ••••••••@crown-commercial-service.gov | |
| Senior Buyer | +44 •••• •••••• | ••••••••@crown-commercial-service.gov | |
| Contracts Manager | +44 •••• •••••• | ••••••••@crown-commercial-service.gov |
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