Research Partners Framework

Tender description

FSCS is one of the core compensation schemes in the UK, originally set up by government, which provides free protection for consumers on the financial products they have - our mission is to provide a trusted compensation service for customers, which raises public confidence in the Financial Services industry - so we have a big role to play in helping maintain financial stability. As we develop our corporate strategy for the 2020's, we are also transforming the way we work and the customer experience we deliver. So we are working smart, with agile and progressive digitisation of the organisation. This is all with the aim of providing outstanding customer experiences right from when they might need us, to when they make a claim - and with the hope that their experience leads to advocacy, leverages our reputation and serves our mission. To achieve this, we need to set and measure our brand, our performance and the customer experience. We currently undertake a range of qualitative and quantitative research, and we use our internal Data Teams to use the results to service that customer experience through operations, marketing, communications, industry engagement etc. We are now looking to develop a roster of trusted research partners to work with us to deliver our mission and strategic ambition. While we don't have a set research programme defined at this stage, we know it will be a mix of methodologies and we know that it will need to deliver the insights we need to improve our experience. In summary, the type of research we are likely to conduct includes: - Creative testing & tracking - Brand tracking, development and positioning - Communications and creative concept testing/development - Customer satisfaction - Employee engagement - Journey management - Market sizing/segmentation - Proposition development - Usage and Attitude Studies - Web/online platform development/usability; user testing The framework is split into the following Lots: 1 - Qualitative Research and Analysis (estimated £400k over the life of the framework) 2 - Quantitative Research and Analysis (estimated £1.6m over the life of the framework) 3 - Mystery Shopping (£1m over the life of the framework)