39.2  Customer Satisfaction Survey150

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") 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 Annual Service Plan;

(c)  monitoring the compliance by the Contractor with the [Services Specification and Initial Services 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 Part [**              ] of Schedule 6 (Payment Mechanism).

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150 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.