Provision of Customer Experience Survey 2022/25

Concepts

• customer survey
• customer experience survey
• liverpool
• department for work and pensions
• customer experience
• different customer groups
• important timeline of customer satisfaction
• provision of customer experience survey
• web survey
• understanding of customer experience

Location

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.

Award Detail

CPV Codes

• 79342310 - Customer survey services

Other Information

CCMK22A01 - RM6126 - Order Form REDACTED.pdf CCMK22A01- Award Letter - Ipsos (market research) Limited REDACTED.pdf