39.2  Customer Satisfaction Survey154

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39.2.1  The Contractor shall, on each Customer Satisfaction Survey Date undertake (or procure the undertaking of) a customer satisfaction survey ("Customer Satisfaction Survey"155) in accordance with this clause 39.2, the purpose of which shall include:

(a)  assessing the level of satisfaction among Service Users with the Services (including the way in which the Services are provided, performed and delivered) and, in particular, with the quality, efficiency and effectiveness of the Services;

(b)  assisting in the preparation of the Contractor's Annual Service Report; and

(c)  monitoring the compliance by the Contractor with the [Services Specification and Initial Services Specification]; and

and the Customer Satisfaction Survey shall be undertaken in accordance with Part [**              ] of Schedule 6 (Payment Mechanism). The provisions of Part [**              ] of Schedule 6 (Payment Mechanism) shall apply to the conduct of and results of the Customer Satisfaction Survey156.




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154 Either here or in the Payment Mechanism, Authorities must insert a provision for a remediation plan. The Authority should refer to Sections 7.9.5 and 7.9.6 of the SoPC which contains new guidance on how user satisfaction surveys might play a role in measuring Contractor performance and how unfavourable responses to such surveys might impact on the payment mechanism. See, by way of example, the BSF standard form Payment Mechanism at paragraph 17.1.

155 Authority and Contractor to agree the form of the Customer Satisfaction Survey in the dialogue phase.

156 Authority and Contractor to agree in the dialogue phase how to address the findings of the Customer Satisfaction Survey under the Payment Mechanism. For example, a proportionate percentage of the Unitary Charge (such percentage to be a bid back item) could be put at risk of deductions for low or falling scores. Note there should be no double counting to the extent that Deductions have already been made. Failure to carry out the survey should itself trigger a Deduction under the Payment Mechanism. See SoPC4 Chapter 7.9 for further guidance and Part XVII of the BSF standard form Payment Mechanism for sample drafting used in the schools sector.