Provision of Customer Experience Survey 2022/25

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.

Government spending data: This supplier has received £124,807,142 in 1,341 payments (over £25k) from NHS England, Home Office, Department for Education, MHCLG, BEIS and 24 more public bodies (2010-10-12 to 2026-07-21). View full payment history →

Tender Documents

• Awarded contract notice on Contracts Finder → — Award notice
• Contract signed →
• Award notice →