3  Customer Satisfaction Survey3

3.1  The Service Provider shall, on each Customer Satisfaction Survey Date undertake (or procure the undertaking of) a customer satisfaction survey (a Customer Satisfaction Survey) the purpose of which shall include:

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

(b)  assisting in the preparation of the Annual Service Report and the Annual Service Plan;

(c)  monitoring the compliance by the Service Provider with the Output Specification; and

(d)  assisting the Authority in the preparation and conduct of its CAA.

and the Customer Satisfaction Survey shall be undertaken in accordance with paragraph [♦] of the Payment Mechanism.

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3 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 Service Provider performance and how unfavourable responses to such surveys might impact on the Payment Mechanism.