Provision of Research and Insights Services

⁠⁠⁠State Trustees would like to invite service providers who are experienced in the following to provide Research & Insight surveys on a regular basis

Financial Administration Customer Experience (FACX) survey

• A twice-yearly customer experience survey, to measure and understand the experience with our service of clients and their support people.
• Phone interviews (CATI)
• Survey length approximately 15 min
• 400 complete responses required (300 clients and 100 support people), typically from a list of approximately 1,300 people
• Analysis & reporting: Bringing together findings to provide clear and actionable insights and recommendations to support State Trustees in shaping future communications and service offerings.
• Analysis includes multiple metrics, including CX Index, levels of satisfaction by each service group, comparison between different time periods, as well as recommendations on areas for improvement
• Support State Trustees with consistent survey improvement, proactively share ideas and generate consistently valuable insights for the business
• Presentations of findings to key stakeholders twice per year (100+ attendees)
• Experience in conducting telephone conversations with people who have limited capacity or disability is essential