# Customer Service Model

> Contract award record from UK public-sector procurement sources.

## Key facts

- Public buyer: [Care Quality Commission](/buyers/care-quality-commission/contract-awards)
- Contract winner: [IPSOS \(MARKET RESEARCH\) LTD](/contract-winners/ipsos-market-research/public-sector-contract-awards)
- Award value: £37,500
- Tender value: £37,500
- Award date: 22 December 2023
- Published: 5 January 2024
- Contract start: 8 January 2024
- Contract end: 31 March 2024
- Stage: awarded
- Procurement category: services
- Notice ID: eb56ac40-29e4-4155-a26c-c5143e479947-711582
- OCID: ocds-b5fd17-c424acd1-3709-4606-b9a9-c53ea18aea96

## Description

This is a Contract Award Notice\. The Care Quality Commission \(CQC\) ability to encourage and enable people to share their experiences of care with CQC rests largely on our ability to meet the needs and expectations of people who take the time to feedback to us\. We want to develop a customer service approach, underpinned by an effective responding to concerns policy, that enables us to do that\. We also need to understand what a good feedback loop looks like when people share their experiences of care with us\. To support this work we have contracted with a supplier that can build on what we have learnt through the LLR and develop a protype customer service model based on robust engagement and testing with the public\. This procurement was undertaken through the NHS SBS Consult 18: Multidisciplinary Consultancy Services Framework \(Lot 3\) following the Direct Award process\. The Contract is awarded for a total period of 3 months\. Total Awarded Value is maximum of all charges including any optional contract extensions\. Contract Reference: CQC EP&S 059

## Related contract awards

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- [National Lottery Research](/contracts/ocds-b5fd17-17c8ecf7-8d44-4107-82bc-23dd49846762): Department for Culture, Media and Sport
- [Provision of Evaluation Research Support - Lot 2](/contracts/ocds-b5fd17-cc83fd34-76a1-4b15-a1be-93fc4f5766d8): DfTc - Department for Transport

## Source

[View the original notice on Contracts Finder](https://www.contractsfinder.service.gov.uk/Notice/eb56ac40-29e4-4155-a26c-c5143e479947-711582)