Source: https://tendernation.io/opportunities/01a13bf8-fe29-7256-a7ff-d0767d5f83ed/customer-journey-mapping-service-user-feedback awarded GB open procedure Suitable for SMEs # Customer Journey Mapping Service User Feedback [Care Quality Commission](https://tendernation.io/buyers/care-quality-commission) Open field Pays 100% within 30 days Estimated value £20,500 Published 18 Nov 2016 Deadline Closed 7 Jan 2015 ## Who can bid - Buyer says suitable for SMEs The buyer ticked “suitable for SMEs” on the notice. Anyone can still bid. - Small contract value Valued under £135,018 including VAT, the lowest Procurement Act threshold for goods and services. - Open procedure Anyone can submit a full tender; there is no shortlisting stage. [More contracts for small businesses and VCSEs](https://tendernation.io/opportunities/for-small-businesses) ## About this tender Customer Journey Mapping: Service User Feedback Project has been designed to help us look at our current systems and processes through the eyes of members of the public who have experienced poor care, or whose family members have done so, and who contacts us to give us feedback. This could include feedback about any regulated service providers such as hospitals, care homes, home care and GP and dentist surgeries. Through developing a better understanding of the end–to-end experience of giving feedback to CQC; from them deciding to contact us, through to how we handle their feedback and then let them know what has happened as a result; we will be able to redesign our internal systems and processes to deliver a better experience for everyone. There are four groups of people who we want to provide feedback to CQC: - People who have received a poor service themselves, or whose family member has ii. People who work in a service and witnessed poor service (service whistleblowers) iii. People who want to complain about CQC itself (often after they were in group i) iv. People who work for CQC raising issues about CQC activities (CQC whistleblowers) This project focuses on the first and second groups, but part of the project is to provide the tools for internal resources to be able to conduct future customer journey mapping exercises for the other two groups. Two actual customer experiences will be used as the basis for mapping how it feels to contact CQC - one for poor care received from a provider and the other from a person who has worked in a service and witnessed poor service (a service whistleblower) Read full description ## CPV classification Research and development consultancy services Source Contracts Finder (UK) [View official notice](https://www.contractsfinder.service.gov.uk/notice/6d83c595-adc8-11e6-9901-0019b9f3037b) Never miss a tender like this again Get AI summaries, deadline alerts and a bid pipeline for tenders matched to your business. Free to start. 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