Published date: 19 May 2022

Awarded contract - This means that the contract has been awarded to a supplier.


Closing: 28 February 2022, 10am

Contract summary

Industry

  • Customer survey services - 79342310

Location of contract

United Kingdom

Value of contract

£1,166,540

Procurement reference

CCMK22A01.

Published date

19 May 2022

Closing date

28 February 2022

Closing time

10am

Contract start date

25 April 2022

Contract end date

31 December 2025

Contract type

Service contract

Procedure type

Call-off from a dynamic purchasing system

A mini-competition or direct purchase from a pre-established dynamic purchasing system.

Contract is suitable for SMEs?

No

Contract is suitable for VCSEs?

No

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.

More information

Attachments

Award information

Awarded date

19 April 2022

Contract start date

25 April 2022

Contract end date

31 December 2025

Total value of contract

£1,166,540

This contract was awarded to 1 supplier.

IPSOS (MARKET RESEARCH) LTD

Address

3 Thomas More Square E1W 1YW London England

Reference

None

Supplier is SME?

No

Supplier is VCSE?

No

About the buyer

Contact name

Crown Commercial Service on behalf of Department for Work and Pensions : Department for Work and Pensions

Address

Floor 9, The Capital Building, Old Hall Street
Liverpool
L3 9PP
England

Telephone

3450103503

Email

supplier@crowncommercial.gov.uk

Website

https://www.gov.uk/government/organisations/crown-commercial-service