49.4  Customer Satisfaction Survey48

The Service Provider shall, on each Customer Satisfaction Survey Date undertake (or procure the undertaking of) a customer satisfaction survey (a Customer Satisfaction Survey) in accordance with this clause 49.4:

(a)  the purpose of the Customer Satisfaction Survey shall include:

(i)  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;

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

(iii)  monitoring the compliance by the Service Provider with the Services Specification; and

(iv)  assisting the Authority in the preparation of its Best Value Performance Plans and the conduct of its Best Value Reviews;

(b)  the Customer Satisfaction Survey shall be undertaken by means of distributing to Service Users within ten (10) Business Days of each Customer Satisfaction Survey Date a questionnaire (or other survey method as agreed between the parties) in a form to be agreed with the Authority (acting reasonably);

(c)  the content of the questionnaire or other material to be used for any other survey method referred to in clause 49.4(b) and the method of undertaking the Customer Satisfaction Survey shall comply with all applicable Legislation and Guidance;

(d)  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 Survey;

(e)  within one (1) month of each Customer Satisfaction Survey Date, 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.

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48  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 a mechanism which imposes sanctions for poor user satisfaction.  In any event, either here or in the Payment Mechanism, Authorities must insert provision for a remediation plan.  See Section 7.9.5 of SoPC4 and, by way of example, the Building Schools for the Future payment mechanism at paragraph 17.1.