8.7 Customer Satisfaction Surveys14

(a) The Service Provider shall undertake (or procure the undertaking of) Customer Satisfaction Survey and the Service Provider shall:

(i) report the results of such customer satisfaction surveys in the Annual Service Report;

(ii) carry out the customer satisfaction surveys in areas subject to the Core Investment Programme or an Annual Investment Programme, within one Month of the relevant works;

(iii) carry out the Customer Satisfaction Surveys by means of distributing to [to such persons as are specified by the Authority] a questionnaire or other survey method and in such form as agreed with the Authority (both parties acting reasonably);

(iv) ensure the content of the questionnaire or other material to be used for any other survey method and the method of undertaking the Customer Satisfaction Surveys shall comply with the requirements of this Output Specification and with all applicable Legislation and Guidance and Good Industry Practice; and

(v) the Authority shall provide reasonable assistance and information (subject to compliance with all Legislation) to the Service Provider to enable the Service Provider to undertake the Customer Satisfaction Surveys.

(b) Within twenty (20) Business Days of the closing date for responses of a Customer Satisfaction Survey, the Service Provider shall prepare a summary of the results of the Customer Satisfaction Survey in such form as the Authority shall reasonably require and promptly upon a written request from the Authority provide such further details (including copies of all returned questionnaires and/or any other survey material used by the Service Provider) as the Authority shall reasonably require.

(i) include a sufficient and balanced cross-section of each category of [to such persons as are specified by the Authority] to provide statistical robustness;

(ii) be accessible to [to such persons as are specified by the Authority] regardless of age / gender / ethnicity / disability;

(iii) solicit feedback on the quality of the Service;

(iv) solicit feedback on the quality of each lighting system;

(v) solicit feedback on the timeliness of the Service;

(vi) solicit feedback on the quality of the Apparatus;

(vii) solicit feedback on the interface between the Service and [to such persons as are specified by the Authority];

(viii) solicit feedback on the behaviour of the personnel carrying out the Service;

(ix) solicit feedback on the quality of the consultation process;

(x) solicit feedback on the execution of the relevant works;

(xi) solicit feedback on invite general comments and suggested improvements.

__________________________________________________________________________________________

14 The Authority should note Section 7.9 of SOPC4 which discusses the use of regular customer satisfaction surveys. Consideration should be given to supplementing this clause with the mechanism which imposes sanctions for poor user satisfaction. The Authority should also insert a provision for a remediation plan. Authorities should note SOPC4 Section 7.9.5 and, by way of example, the Building Schools for the Future payment mechanism at Paragraph 17.1".