Tender for Customer Research Programme

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

2012/S 199-327870

Contract notice


Directive 2004/18/EC

Section I: Contracting authority

I.1)Name, addresses and contact point(s)

Financial Services Compensation Scheme Limited
15 St Botolph Street
For the attention of: Gemma Burgess
EC3A 7QU London
Telephone: +44 2073758191
E-mail: procurement@fscs.org.uk

Internet address(es):

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)

I.2)Type of the contracting authority

Body governed by public law
I.3)Main activity

Economic and financial affairs
I.4)Contract award on behalf of other contracting authorities

The contracting authority is purchasing on behalf of other contracting authorities: no

Section II: Object of the contract

II.1.1)Title attributed to the contract by the contracting authority:

Customer Research Programme.
II.1.2)Type of contract and location of works, place of delivery or of performance

Service category No 10: Market research and public opinion polling services

II.1.3)Information about a public contract, a framework agreement or a dynamic purchasing system (DPS)

The notice involves a public contract
II.1.4)Information on framework agreement
II.1.5)Short description of the contract or purchase(s)

The Financial Services Compensation Scheme (FSCS) is the UK’s statutory fund of last resort for customers of authorised financial services firms.
The Scheme protects:
— deposits,
— insurance policies,
— insurance broking,
— investment business, and,
— mortgages.
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.
—— People.
—— Deliverables
—— Reporting and executive summary.
—— Analysis and recommendations.
—— Cost of optional periodic face-to-face briefings with FSCS process stakeholders.
II.1.6)Common procurement vocabulary (CPV)


II.1.7)Information about Government Procurement Agreement (GPA)

The contract is covered by the Government Procurement Agreement (GPA): no

This contract is divided into lots: no
II.1.9)Information about variants

Variants will be accepted: no
II.2)Quantity or scope of the contract
II.2.1)Total quantity or scope:
II.2.2)Information about options

Options: no
II.2.3)Information about renewals

This contract is subject to renewal: no
II.3)Duration of the contract or time limit for completion

Duration in months: 24 (from the award of the contract)

Section III: Legal, economic, financial and technical information

III.1)Conditions relating to the contract
III.1.1)Deposits and guarantees required:
III.1.2)Main financing conditions and payment arrangements and/or reference to the relevant provisions governing them:
III.1.3)Legal form to be taken by the group of economic operators to whom the contract is to be awarded:
III.1.4)Other particular conditions

The performance of the contract is subject to particular conditions: no
III.2)Conditions for participation
III.2.1)Personal situation of economic operators, including requirements relating to enrolment on professional or trade registers

Information and formalities necessary for evaluating if the requirements are met: As per the PQQ.
III.2.2)Economic and financial ability

Information and formalities necessary for evaluating if the requirements are met: As per the PQQ.
III.2.3)Technical capacity

Information and formalities necessary for evaluating if the requirements are met:
As per the PQQ.
III.2.4)Information about reserved contracts
III.3)Conditions specific to services contracts
III.3.1)Information about a particular profession

Execution of the service is reserved to a particular profession: no
III.3.2)Staff responsible for the execution of the service

Legal persons should indicate the names and professional qualifications of the staff responsible for the execution of the service: no

Section IV: Procedure

IV.1)Type of procedure
IV.1.1)Type of procedure

IV.1.2)Limitations on the number of operators who will be invited to tender or to participate

Envisaged minimum number 5: and maximum number 7
IV.1.3)Reduction of the number of operators during the negotiation or dialogue
IV.2)Award criteria
IV.2.1)Award criteria

The most economically advantageous tender in terms of the criteria stated in the specifications, in the invitation to tender or to negotiate or in the descriptive document
IV.2.2)Information about electronic auction

An electronic auction will be used: no
IV.3)Administrative information
IV.3.1)File reference number attributed by the contracting authority:
IV.3.2)Previous publication(s) concerning the same contract

IV.3.3)Conditions for obtaining specifications and additional documents or descriptive document

Payable documents: no
IV.3.4)Time limit for receipt of tenders or requests to participate

12.11.2012 – 12:00
IV.3.5)Date of dispatch of invitations to tender or to participate to selected candidates
IV.3.6)Language(s) in which tenders or requests to participate may be drawn up

IV.3.7)Minimum time frame during which the tenderer must maintain the tender
IV.3.8)Conditions for opening tenders

Section VI: Complementary information

VI.1)Information about recurrence

This is a recurrent procurement: no
VI.2)Information about European Union funds

The contract is related to a project and/or programme financed by European Union funds: no
VI.3)Additional information
VI.4)Procedures for appeal
VI.4.1)Body responsible for appeal procedures

High Court of England and Wales

VI.4.2)Lodging of appeals
VI.4.3)Service from which information about the lodging of appeals may be obtained

VI.5)Date of dispatch of this notice:11.10.2012