A survey is needed to gather feedback on customer engagement and satisfaction with NPL's products and services, evaluate communication quality, and collect actionable insights for improvement.
This RFQ seeks a survey aimed at collecting valuable feedback from our users and collaborators. The results from this survey will be converted into quantifiable metrics to be reported to DSIT. These could be used during government spending reviews, in the submission of business cases, and reassessing the organisational objectives. The aims are to: • To assess customer engagement and satisfaction with NPL's products and services. • To measure the impact of NPL's products and services on client outcomes. • To evaluate the quality and effectiveness of communication and interactions with NPL staff. • To gather actionable feedback for continuous improvement. This survey represents the first initiative of its kind undertaken by the Analysis & Evaluation team at NPL and is currently in its research and development phase. As such, it is considered a pilot. Subject to its success, there is an intention to conduct the survey annually and to develop a formal satisfaction metric. The survey entails a series of steps. This RFQ is seeking a supplier to deliver the following steps for the survey: 1. Pilot Survey: This is to test the quality of both the questionnaire and the responses, rate of return, and to make any necessary changes before the main survey is rolled out. There will be a gate review following the completion of the pilot. The review will assess the quality of data captured by the successful bidder and the rate of return. 2. Main Survey: After the gate review, the successful bidder will be instructed to undertake the main survey.