1514 - Quantitative Research Services including Customer Satisfaction Surveying

The purpose of this invitation to tender is to establish an agreement with a service provider for the provision of quantitative research services including running NS&I’s strategic level customer satisfaction survey. Please note, this contract does not include omnibus services as these are already covered by another contract or NS&I’s tactical customer satisfaction surveying. For the purposes of this procurement and any eventual contract, NS&I’s requirements for Quantitative Market Research Services are summarised below. Each year NS&I potentially carries out a small number of ad-hoc quantitative research projects. Currently we do not have a contract in place to cover these needs so need to tender for each piece separately. For efficiency purposes we want to set up a ‘call off’ contract with an agency that can provide us with any ad hoc quantitative research services that are not covered by current contracts. NS&I is unable to guarantee whether any ad hoc quantitative research projects will be commissioned during the lifetime of this contract or the scale of any that are commissioned. Ad hoc quantitative research projects could take a number of different formats and cover a range of topics. With the strategic customer satisfaction survey we are looking for an agency to take on the fieldwork, analysis (including data modelling) and reporting of the survey that we have recently introduced. This survey looks at satisfaction with the business as a whole rather than just focusing on satisfaction with recent transactions and will help feed into the strategic direction NS&I’s Customer Experience team are responsible for leading on. Other customer satisfaction surveys are run by the business that focus more on transactional satisfaction – these are not covered by this contract. The questionnaire used to measure strategic customer satisfaction has been developed by the agency NS&I is currently working with following stakeholder engagement.

31/07/2017 12:00:00

79310000-0  Market research services
79342311-6  Customer satisfaction survey