---
title: "Provision of Customer Experience Survey 2022/25"
ocid: "ocds-b5fd17-fb8d3a7a-55e6-4367-8224-2e1c70b66045"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-fb8d3a7a-55e6-4367-8224-2e1c70b66045"
markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-fb8d3a7a-55e6-4367-8224-2e1c70b66045.md"
json_url: "https://d3tenders.com/contract/ocds-b5fd17-fb8d3a7a-55e6-4367-8224-2e1c70b66045.json"
source: "Contracts Finder"
current_stage: "Award"
buyer: "CROWN COMMERCIAL SERVICE"
published: "2022-05-19"
---

# Provision of Customer Experience Survey 2022/25

Buyer: CROWN COMMERCIAL SERVICE  
Current stage: Award  
OCID: ocds-b5fd17-fb8d3a7a-55e6-4367-8224-2e1c70b66045

[View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-b5fd17-fb8d3a7a-55e6-4367-8224-2e1c70b66045)  
[Download OCDS JSON](https://d3tenders.com/contract/ocds-b5fd17-fb8d3a7a-55e6-4367-8224-2e1c70b66045.json)

## Summary

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.

## Notice

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.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Contracts Finder |
| Latest notice | https://www.contractsfinder.service.gov.uk/Notice/0d3bb74a-a75f-4630-ab00-6c1dc6526a46 |
| 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 |
| All stages | Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 19 May 2022 |
| Submission deadline | 28 Feb 2022 |
| Future notice date | Not specified |
| Award date | 18 Apr 2022 |
| Contract period | 24 Apr 2022 - 31 Dec 2025 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £1,166,540 |
| Lots value | Not specified |
| Awards value | £1,166,540 |
| Contracts value | Not specified |

## Status

| Field | Value |
| --- | --- |
| Tender status | Complete |
| Lots status | Not specified |
| Awards status | Active |
| Contracts status | Not specified |

## Buyer

| Field | Value |
| --- | --- |
| Main buyer | CROWN COMMERCIAL SERVICE |
| Locality | LIVERPOOL |
| Post town | Liverpool |
| Postcode | L3 9PP |
| Country | England |
| ITL 1 | TLD North West (England) |
| ITL 2 | TLD7 Merseyside |
| ITL 3 | TLD72 Liverpool |
| Local authority | Liverpool |
| Electoral ward | City Centre North |
| Westminster constituency | Liverpool Riverside |
| Delivery location | Not specified |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | IPSOS (MARKET RESEARCH |

## CPV Codes

### Divisions

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

### Codes

- 79342310 - Customer survey services

## Release History

- 19 May 2022 at 14:28 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/0d3bb74a-a75f-4630-ab00-6c1dc6526a46

## Documents

- https://www.contractsfinder.service.gov.uk/Notice/0d3bb74a-a75f-4630-ab00-6c1dc6526a46
  19th May 2022 - Awarded contract notice on Contracts Finder
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/9b0bbb69-cc0a-4710-8aee-ddc6a9b6efa8
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/1e6cea88-db76-40dc-a22f-b00785e83e67

## Notice URLs

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

## Provenance

This Markdown file is an alternate public rendering of the D3 Tenders contract record. The canonical page is https://d3tenders.com/contract/?ocid=ocds-b5fd17-fb8d3a7a-55e6-4367-8224-2e1c70b66045. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-fb8d3a7a-55e6-4367-8224-2e1c70b66045.json.