Tender for Customer Research Programme
We will work with the successful tenderer to define the key “moments of truth” which should be measured. We believe that there are probably four; initial contact, completion of the application form, waiting for the decision and receiving the decision. Financial Services Compensation Scheme Limited.
UK-London: market research services
Section I: Contracting authority
Financial Services Compensation Scheme Limited
15 St Botolph Street
For the attention of: Gemma Burgess
EC3A 7QU London
Telephone: +44 2073758191
General address of the contracting authority: http://www.fscs.org.uk
Further information can be obtained from: The above mentioned contact point(s)
Specifications and additional documents (including documents for competitive dialogue and a dynamic purchasing system) can be obtained from: The above mentioned contact point(s)
Tenders or requests to participate must be sent to: The above mentioned contact point(s)
Section II: Object of the contract
Service category No 10: Market research and public opinion polling services
NUTS code UKI
The Scheme protects:
— insurance policies,
— insurance broking,
— investment business, and,
Our customers come from the entire spectrum of the UK population, although individual firm failures may have distinct demographic biases: for example those affected by the failure of a Credit Union are likely to be significantly different to those affected by the failure of an investment firm.
As a business the FSCS puts the claimant at the heart of everything we do. Our strategy states our positioning as to be consumer led (but not a consumer champion). Key will be to emphasise protection and convey the FSCS as responsive, reliable, professional and dependable.
Accordingly, we are developing our Service Excellence capabilities to deliver an appropriate experience for claimants. This will help us to deliver against a number of the aims supporting the FSCS Mission statement.
A key element has been the development of a Claimant Experience Strategy – a broad statement of key principles which define how we wish to appear to our claimants.
The objective of the Tender is to appoint a service provider that can develop a means to provide insights into the experience and perceptions of our claimants during and after their journey through the FSCS claims process to:
— Provide a basis for the FSCS to regularly consider how we are performing against our experience strategy.
— Provide FSCS process owners with direct, timely and actionable feedback to hold them accountable for the claimant experience and improvement efforts.
— Allow more general tracking of emerging trends and issues from a claimant perspective.
The nature of our business means we are not looking to maximise satisfaction or drive loyalty along “Net Promoter Score lines” but rather provide a consistent, deliberate experience which seeks to minimise the effects of claimants negative emotions as they go through the process – feelings of stress, lack of control, worry and so on.
FSCS has historically surveyed claimants after they have received claim decisions which can be in excess of 6 months from their initial application.
We have found that:
— Satisfaction is heavily biased by the outcome of their claim decision.
— Experiences throughout the journey are not actionable as data is not timely, feedback is biased by the outcome and the gap between the specific experience and its recall by the claimant can be considerable.
We believe that we need to focus on more real time feedback on the experiences as they happen. We will work with the successful tenderer to define the key “moments of truth” which should be measured. We believe that there are probably four; initial contact, completion of the application form, waiting for the decision and receiving the decision.
We are open to ideas as to how we can best achieve our research objectives but would anticipate a solution would:
— Be quantitative in nature. FSCS would welcome views on sample size.
— Focus on key “moments of truth” in the end to end journey (which can last well-over 6 months).
— Seek to provide feedback to various hierarchical FSCS stakeholder groups in a timely actionable manner.
— Consider both rational and emotional drivers of experience.
— Allow us to stratify the data to look at different segments (e.g. by product, by age).
— Provide quality insight and analysis to assist the scheme in understanding its claimants experiences.
We are open to suggestions concerning data collection methods (paper survey, telephone, email etc).
Tenderers will be invited to provide different options that the FSCS may consider. The proposal should include your suggested approach to:
— The research; covering for example:
—— Advantages and disadvantages of different research options.
—— Thoughts on questionnaire framework.
—— Research timetable.
—— Reporting and executive summary.
—— Analysis and recommendations.
—— Cost of optional periodic face-to-face briefings with FSCS process stakeholders.
Section III: Legal, economic, financial and technical information
As per the PQQ.
Section IV: Procedure
Section VI: Complementary information
High Court of England and Wales
VI.5)Date of dispatch of this notice:11.10.2012