Award

Provision of Customer Experience Survey 2022/25

CROWN COMMERCIAL SERVICE

This public procurement record has 1 release in its history.

Award

19 May 2022 at 14:28

Award Notice
Summary of the contracting process

The Crown Commercial Service, acting on behalf of the Department for Work and Pensions (DWP), has completed the tender process for the "Provision of Customer Experience Survey 2022/25". This procurement falls within the services industry, specifically focusing on customer survey services, with an overall value of £1,166,540. The contract period commenced on 25 April 2022 and will extend until 31 December 2025. The procurement method utilised was selective, with the tender process having concluded on 28 February 2022, after which the award was announced on 19 April 2022.

This opportunity for business growth is particularly relevant for large market research firms and analytical service providers with significant experience in conducting customer surveys. Companies with expertise in data collection, analysis, and insights generation can effectively compete for similar contracts, utilising their capabilities to deliver a comprehensive understanding of customer experiences across diverse demographics. Such contracts often aim to garner detailed feedback that can inform departmental policies, making them a valuable avenue for businesses seeking to enhance their market presence in public sector procurement.

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Notice Information

Notice Title

Provision of Customer Experience Survey 2022/25

Notice 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.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-b5fd17-fb8d3a7a-55e6-4367-8224-2e1c70b66045
Publication Source
Contracts Finder
Latest Notice
https://www.contractsfinder.service.gov.uk/Notice/0d3bb74a-a75f-4630-ab00-6c1dc6526a46
Current Stage
Award
All Stages
Award

Procurement Classification

Notice Type
Award Notice
Procurement Type
Dynamic
Procurement Category
Services
Procurement Method
Selective
Procurement Method Details
Call-off from a dynamic purchasing system
Tender Suitability
Not specified
Awardee Scale
Large

Common Procurement Vocabulary (CPV)

CPV Divisions

79 - Business services: law, marketing, consulting, recruitment, printing and security

CPV Codes

79342310 - Customer survey services

Notice Value(s)

Tender Value
£1,166,540 £1M-£10M
Lots Value
Not specified
Awards Value
£1,166,540 £1M-£10M
Contracts Value
Not specified

Notice Dates

Publication Date
19 May 20223 years ago
Submission Deadline
28 Feb 2022Expired
Future Notice Date
Not specified
Award Date
18 Apr 20223 years ago
Contract Period
24 Apr 2022 - 31 Dec 2025 3-4 years
Recurrence
Not specified

Notice Status

Tender Status
Complete
Lots Status
Not Specified
Awards Status
Active
Contracts Status
Not Specified

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
CROWN COMMERCIAL SERVICE
Contact Name
Available with D3 Tenders Premium →
Contact Email
Available with D3 Tenders Premium →
Contact Phone
Available with D3 Tenders Premium →

Buyer Location

Locality
LIVERPOOL
Postcode
L3 9PP
Post Town
Liverpool
Country
England
Major Region (ITL 1)
TLD North West (England)
Basic Region (ITL 2)
TLD7 Merseyside
Small Region (ITL 3)
TLD72 Liverpool
Delivery Location
Not specified
Local Authority
Liverpool
Electoral Ward
City Centre North
Westminster Constituency
Liverpool Riverside

Supplier Information

Number of Suppliers
1
Supplier Name

IPSOS (MARKET RESEARCH

Further Information

Open Contracting Data Standard (OCDS)

View full OCDS Record for this contracting process

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The Open Contracting Data Standard (OCDS) is a framework designed to increase transparency and access to public procurement data in the public sector. It is widely used by governments and organisations worldwide to report on procurement processes and contracts. 

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