Published date: 24 May 2018

Closed opportunity - This means that the contract is currently closed. The buying department may be considering suppliers that have already applied, or no suitable offers were made.


Closing: 21 June 2018

Contract summary

Industry

  • Market research services - 79310000

Location of contract

Any region

Value of contract

£3,000,000

Procurement reference

tender_171285/671262

Published date

24 May 2018

Closing date

21 June 2018

Contract start date

10 September 2018

Contract end date

9 September 2020

Contract type

Service contract

Procedure type

Restricted procedure

A two-stage procedure, where the first stage is used to select suppliers, who are then invited to bid in the second stage.

Contract is suitable for SMEs?

Yes

Contract is suitable for VCSEs?

Yes

Description

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)

More information

Links

Additional text

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.

About the buyer

Address

10th Floor Beaufort House, 15 St Botolph Street
London
EC3A 7QU
England

Email

Chris.Sutherland@fscs.org.uk