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.