Customer Delivery
Understanding and responding to customer needs is fundamental to the success of Government Procurement Service and we value feedback from customers very highly.
Customer Service Desk Performance
Ensuring we respond to customer enquiries quickly and efficiently is a key priority for us. We monitor performance on an ongoing basis against a number of key performance indicators, including the time taken to answer calls to the Customer Service Desk.
For further information, please click here.
Customer Satisfaction Research
As part of our new remit which focuses on delivering value for money and excellent customer service, we have reviewed our methods for measuring customer satisfaction. We have re-baselined the measures and created a panel of key public sector stakeholders to enable performance to be measured by sector and by Department over time.
Customer satisfaction for quarter 3 of 2011/12 remains the same as quarter 2 at 69% in Central Government (against our target of 70%); and 90% across the rest of the public sector (against our target of 90%).
Overall a total of 120 Central Government and 220 wider public sector customers participated in the survey. Compared to quarter 2 capability measures increased in the strongly agree/agree measurements during quarter 3.
Our aim is to provide exceptional service for all customers across the public sector. An overview of the results for Quarters 1-3 2011/12 can be viewed here.
Results for 2010/11 which are based on the previous measures can be viewed here.
If you would like to participate in future surveys or require further information please email research@gps.gsi.gov.uk