User Perception Survey

The requirement is for the provision of services to design, deliver, and report on a customer feedback survey for NPL.

Pilot Survey

Develop and administer a pilot questionnaire to test quality, clarity, and response rates.

Analyse pilot data and provide recommendations for improvements.

Participate in a gate review to assess data quality and return rates before proceeding to the main survey.

Main Survey

Implement the revised questionnaire following the pilot review.

Collect and analyse responses to generate quantifiable metrics.

Produce a comprehensive report summarising findings, including customer engagement, satisfaction, impact on client outcomes, and communication effectiveness.

Provide actionable insights for continuous improvement.

Supply Requirements:

Surveys must be delivered digitally (online platform) with secure data handling compliant with UK GDPR.

Supplier must provide project management, data analysis, and reporting services.

All outputs to be supplied in agreed formats (e.g., Excel datasets, PDF reports).