Common use of Complaints and Resolution Clause in Contracts

Complaints and Resolution. 10.1. In the event of any issues, the Customer’s Contract Manager shall in the first instance contact the Supplier’s Account Manager for resolution. 10.2. Any complaints raised will be managed in accordance with the Supplier’s complaints procedure. This process ensures that all complaints are dealt with in a professional manner, and to the satisfaction of the Customer. 10.3. If the issue is not resolved satisfactorily or escalation is needed, the Customer’s Contract Manager shall escalate the issue to ESPO, for discussion with the Supplier’s Business Development Director. SCHEDULE 7 to the CUSTOMER AGREEMENT In addition to the Data Definition (see Appendix 5 of this Invitation to Tender) which defines the standard of the invoice line detail, the following data is required for performance management purposes. This summary data must be submitted to the Customer on a quarterly basis (every three months from the commencement of the Framework) or as otherwise agreed with the Customer. Provision of such data shall not prevent the Customer requesting additional reports when required, or running their own reports from the system, if the system can offer this functionality. Data should be from the period in question unless stated otherwise. This list is not exhaustive, and may change over the life of the contract. Data required by Customers Measure Additional summary data to be provided (beyond that listed in the Data Definition) Spend via contract by council Summary list of spend per council Spend via by directorate and service Summary list of spend per directorate and service Savings to date Summary of savings to date per council – to ensure no additional inaccurate savings are being accrued, savings are in addition to the spend figure MSP fee Summary list of fees per council ESPO fee Summary list of fees per council Agency commissions Max, min and average fee in xxxxx per specialism and role Average savings expressed in xxxxx Average savings % per specialism Average assignment cost YTD Average assignment cost overall, per specialism Average Hourly rate Average hourly rate overall and per specialism Xxxx rate in compliance with rate card Where a rate card in is place, summary of assignment rates above rate card Process / Operations Total hours billed Summary of hours billed, per specialism, per role and per directorate Average assignment length Average assignment length per specialism (Hours / Days / Weeks) No. Temps on assignment at end date of period Summary of number of live assignments, per specialism Total no. assignments filled Summary of number of assignments filled in given period, per specialism % requests for which candidates were submitted for roles % of assignment requests where CVs were put forward for a role Fill rates % of requested assignments which have been filled in given period, per specialism Time to fill Average length of time taken to fill an assignment, overall and per specialism % requests for which candidates were submitted for roles % of assignment requests where CVs were put forward for a role Systems downtime (including ordering telephone line) % planned downtime % unplanned downtime System issues raised % of system issues which are resolved with agreed SLAs % of responses within agreed SLAs regarding considerations of future system developments Time to resolve system issues Average length of time taken to resolve systems issues in given period Erroneous free invoicing % of MSP invoices of invoice lines containing an error Timesheets on time % of timesheets which are authorised on time, broken down by business area Initial response times to request for candidate % of responses after initial request which are within agreed SLA Average assignment length Average assignment length per specialism (Hours / Days / Weeks) Service satisfaction* % of customer satisfaction as per survey feedback Complaints made Summary of number of complaints received from users Complaints resolved % of complaints from Customers resolved in accordance with the agreed complaints procedure Quality of temps, including compliance to job spec* % of customer satisfaction as per survey feedback CVs matching request* % of customer satisfaction as per survey feedback Turn up for interview % of candidates which arrive for scheduled interviews Turn up on time % of candidates which arrive on time as per order % interviewed for role % of CVs which are put forward and are interviewed % offered after interview % of assignments offered after interview % acceptance of role % of assignments which are accepted once offered Assignment extensions Number of assignments extensions Assignment early terminations Number of assignments which have been terminated early Assignment cancellations Number of assignments which are withdrawn / cancelled prior to the start % of assignments completed % of assignments which are completed (not including assignments which are terminated by the customer) as per original specified assignment length % supply from own candidate pool Overall % supply from own candidate pool vs supply chain % SMEs in supply chain % of spend that is going through SMEs % of tiered suppliers which are SMEs No. of agency audits conducted Number of agencies audits in period Agencies passing audit % agencies which have passed an audit Average time to pay supply chain Number of days to pay each supplier in supply chain Supplier complaints Summary of number of complaints received from supply chain Assignments > 13 weeks Summary of number of assignments which are longer than 13 weeks Average hours per temp Summary of average number of hours worked per temp Diversity To be defined as necessary at a local level Locality To be defined as necessary at a local level Sample customer satisfaction survey to be used to support data provision NB – This specific format is not mandatory but MSPs will need to collect data in order to provide statistic SCHEDULE 8 to the CUSTOMER AGREEMENT

Complaints and Resolution. 10.1. In the event of any issues, the Customer’s Contract Manager shall in the first instance contact the Supplier’s Account Manager for resolution. 10.2. Any complaints raised will be managed in accordance with the Supplier’s complaints procedure. This process ensures that all complaints are dealt with in a professional manner, and to the satisfaction of the Customer. 10.3. If the issue is not resolved satisfactorily or escalation is needed, the Customer’s Contract Manager shall escalate the issue to ESPO, for discussion with the Supplier’s Business Development Director. SCHEDULE 7 to the CUSTOMER AGREEMENT In addition to the Data Definition (see Appendix 5 of this Invitation to Tender) which defines the standard of the invoice line detail, the following data is required for performance management purposes. This summary data must be submitted to the Customer on a quarterly basis (every three months from the commencement of the Framework) or as otherwise agreed with the Customer. Provision of such data shall not prevent the Customer requesting additional reports when required, or running their own reports from the system, if the system can offer this functionality. Data should be from the period in question unless stated otherwise. This list is not exhaustive, and may change over the life of the contract. Data required by Customers Measure Additional summary data to be provided (beyond that listed in the Data Definition) Spend via contract by council Summary list of Total spend per council in Quarter Spend via by directorate and service Summary list of Total spend per directorate and service Savings to date Summary of savings to date during quarter per council – to ensure no additional inaccurate savings are being accrued, savings are in addition to the spend figure MSP fee Summary list of fees Total MSP fee charged per council client in Quarter (excluding any Gainshare elements) ESPO fee Summary list of Total ESPO fee accumulated in Quarter Agency fees per council Agency commissions Max, min and average fee Maximum hourly charge to all clients at the current point in xxxxx time per specialism and role (overall, not per client) Average savings expressed in both xxxxx and percentage Average savings during quarter in £ and % per specialism for each client Average assignment cost YTD Average assignment cost overallduring quarter, overall and per specialism Average Hourly hourly rate Average hourly rate overall and per specialism Xxxx rate in compliance with rate card Where a rate card in is place, summary of assignment rates above rate card Process / Operations Total hours billed Summary of hours billed, per specialism, per role and per directorate specialism Average assignment length Average assignment length in days overall and per specialism (Hours / Days / Weeks) No. Temps on assignment at end date of period Summary of number of currently live assignments, per specialism Total no. assignments filled Summary of number of assignments filled in given period, per specialism (figures may be less than 2.3) % requests for which candidates were submitted for roles % of assignment requests where CVs were put forward for a role forward, per specialism Fill rates % of requested assignments which have been filled in given period, per specialism % of assignments completed to request % of assignments which are completed (not including assignments which are terminated by the client) as per originally requested assignment length For example, if an admin role is requested for 10 working days was this timescale seen through to the end by the supplier? Time to fill Average length of time in days taken to fill an assignment, overall and per specialism % requests for which candidates were submitted for roles % of assignment requests where CVs were put forward for a role Systems downtime (including ordering telephone line) % How many days planned downtime % and unplanned downtime System issues raised % of system System issues which are resolved with agreed SLAs % of responses within agreed SLAs Service Level Agreements Supplier responses, within Service Level Agreements, regarding considerations of future system developments Time to resolve system issues Average length of time taken taken, in days, to resolve systems issues in given period Erroneous free invoicing % of MSP invoices of invoice lines containing an error no errors Timesheets on time % of timesheets which are authorised on time, broken down by business area Initial response times to request for candidate % of responses after initial request which are within agreed SLA Average assignment length Average assignment length per specialism (Hours / Days / Weeks) Service satisfaction* % of customer satisfaction as per survey feedback Complaints made Summary of and/or number of complaints received from users customers Complaints resolved % Summary and/or number of complaints from Customers customers resolved in accordance with the agreed complaints procedure Quality of temps, including compliance to job spec* % of customer satisfaction as per survey feedback CVs matching request* % of customer satisfaction as per survey feedback Turn up for interview % of candidates which arrive for scheduled interviews Turn up on time % of candidates which arrive on time as per order % interviewed for role % of CVs which are put forward and are interviewed % offered after interview % of assignments offered after interview % acceptance of role % of assignments which are accepted once offered Assignment extensions Number of assignments extensions Assignment early terminations Number of assignments which have been terminated early Assignment cancellations Number of assignments which are withdrawn / cancelled prior to the start % of assignments completed % of assignments which are completed (not including assignments which are terminated by the customer) as per original specified assignment length % supply from own candidate pool Overall % supply from own candidate pool vs supply chain % SMEs in supply chain % of spend that is going through SMEs % of tiered suppliers which are SMEs No. of agency audits conducted Number of agencies audits in period Agencies passing audit % agencies which have passed an audit Average time to pay supply chain Number of days to pay each supplier in supply chain Supplier complaints Summary of and/or number of complaints received from supply chain Supplier complaints resolved Summary and/or number of supplier complaints resolved from supply chain Assignments > 13 weeks Summary of number of assignments which are longer than 13 weeks Average hours per temp Summary of average number of hours worked per temp Diversity To be defined as necessary at a local level Locality To be defined as necessary at a local level Sample customer satisfaction survey to be used to support data provision receive submitted CVs to your specified timescale? Better than expected As expected Worse than expected receive as many CVs as requested/ expected? Better than expected As expected Worse than expected find the CVs matched your specified requirements? Better than expected As expected Worse than expected Did all candidates offered an interview turn up? Yes No If not – were you notified ahead of time? Yes No Did you appoint? Yes No Did the candidate: arrive on time? Yes No If not – were you notified ahead of time? Yes No dress appropriately? Yes No Perform the required tasks to the required standard? Yes No Promptly submit accurate timesheets? Yes No Behave appropriately? Yes No Comments: NB – This specific format is not mandatory but MSPs will need to collect data in order to provide statistic SCHEDULE 8 to the CUSTOMER AGREEMENT

Complaints and Resolution. 10.1. In the event of any issues, the CustomerCouncil’s Contract Operational Manager shall in the first instance contact the SupplierMSP’s Account Contract Manager for resolution. 10.2. Any complaints raised will be managed in accordance with the SupplierMSP’s complaints procedure. This process ensures that all complaints are dealt with in a professional manner, and to the satisfaction of the CustomerCouncil. 10.3. If the issue is not resolved satisfactorily or escalation is needed, the CustomerCouncil’s Contract Operational Manager shall escalate the issue to ESPO, for discussion with the SupplierMSP’s Business Development Client Services Director. SCHEDULE 7 to the CUSTOMER COUNCIL AGREEMENT In addition to the Data Definition (see Appendix 5 of this Invitation to Tender) Schedule 4 which defines the standard of the invoice line detail, the . The following data is required for performance monitoring and management purposes. This summary data must information may be submitted to the Customer on a quarterly basis (every three months from the commencement of the Framework) or as otherwise agreed with the Customer. Provision of such data shall not prevent the Customer requesting additional reports when required, or running their own reports from the system, if the system can offer this functionality. Data should be from the period in question unless stated otherwise. This list is not exhaustive, and may change over the life of the contract. Data required by Customers Councils Measure Additional summary data to be provided (beyond that listed in the Data Definition) Financial Spend via contract by council Summary list of spend per council Spend via by directorate and service Summary list of spend per directorate and service Savings to date Summary of savings to date per council – to ensure no additional inaccurate savings are being accrued, savings are in addition to the spend figure MSP fee Summary list of fees per council ESPO fee Summary list of fees per council Agency commissions Max, min and average fee in xxxxx per specialism and role Average savings expressed in xxxxx Average savings % per specialism Average assignment cost YTD Average assignment cost overall, per specialism Average Hourly rate Average hourly rate overall and per specialism Xxxx rate in compliance with rate card Where a rate card in is place, summary of assignment rates above rate card Process / Operations Total hours billed Summary of hours billed, per specialism, per role and per directorate Average assignment length Average assignment length per specialism (Hours / Days / Weeks) No. Temps on assignment at end date of period Summary of number of live assignments, per specialism Total no. assignments filled Summary of number of assignments filled in given period, per specialism % requests for which candidates were submitted for roles % of assignment requests where CVs were put forward for submitted for roles a role Fill rates % of requested assignments which have been filled in given period, per specialism Time to fill Average length of time taken to fill an assignment, overall and per specialism % requests for which candidates were submitted for roles % of assignment requests where CVs were put forward for a role Systems downtime (including ordering telephone line) % planned downtime % unplanned downtime System issues raised % of system issues which are resolved with agreed SLAs % of responses within agreed SLAs regarding considerations of future system developments Time to resolve system issues Average length of time taken to resolve systems issues in given period Erroneous free invoicing % of MSP invoices of invoice lines containing an error Timesheets on time % of timesheets which are authorised on time, broken down by business area Initial response times to request for candidate % of responses after initial request which are within agreed SLA Average assignment length Average assignment length per specialism (Hours / Days / Weeks) Service satisfaction* % of customer Council satisfaction as per survey feedback Complaints made Summary of number of complaints received from users Complaints resolved % of complaints from Customers Councils resolved in accordance with the agreed complaints procedure Quality of temps, including compliance to job spec* % of customer Council satisfaction as per survey feedback CVs matching request* % of customer Council satisfaction as per survey feedback Turn up for interview % of candidates which arrive for scheduled interviews Turn up on time % of candidates which arrive on time as per order % interviewed for role % of CVs which are put forward and are interviewed % offered after interview % of assignments offered after interview % acceptance of role % of assignments which are accepted once offered Assignment extensions Number of assignments extensions Assignment early terminations Number of assignments which have been terminated early Assignment cancellations Number of assignments which are withdrawn / cancelled prior to the start % of assignments completed % of assignments which are completed (not including assignments which are terminated by the customerCouncil) as per original specified assignment length % supply from own candidate pool Overall % supply from own candidate pool vs supply chain % SMEs in supply chain % of spend that is going through SMEs % of tiered suppliers MSPs which are SMEs No. of agency audits conducted Number of agencies audits in period Agencies passing audit % agencies which have passed an audit Average time to pay supply chain Number of days to pay each supplier MSP in supply chain Supplier MSP complaints Summary of number of complaints received from supply chain Assignments > 13 weeks Summary of number of assignments which are longer than 13 weeks V3 Specification for the Provision of Temporary Agency Staffing Services Average hours per temp Summary of average number of hours worked per temp Diversity To be defined as necessary at a local level Locality To be defined as necessary at a local level Sample customer Council satisfaction survey to be used to support data provision receive submitted CVs to your specified timescale? Better than expected As expected Worse than expected receive as many CVs as requested/ expected? Better than expected As expected Worse than expected find the CVs matched your specified requirements? Better than expected As expected Worse than expected Did all candidates offered No an interview turn up? If not – were you notified No ahead of time? Did you appoint? No arrive on time? No If not – were you notified No ahead of time? dress appropriately? No Perform the required tasks No to the required standard? Promptly submit accurate No timesheets? Behave appropriately? No Yes Yes Yes Yes Yes Yes Yes Yes Yes NB – This specific format is not mandatory but MSPs will need to collect data in order to provide statistic page left blank SCHEDULE 8 to the CUSTOMER COUNCIL AGREEMENT

Complaints and Resolution. 10.1. In the event of any issues, the Customer’s Contract Manager shall in the first instance contact the Supplier’s Account Manager for resolution. 10.2. Any complaints raised will be managed in accordance with the Supplier’s complaints procedure. This process ensures that all complaints are dealt with in a professional manner, and to the satisfaction of the Customer. 10.3. If the issue is not resolved satisfactorily or escalation is needed, the Customer’s Contract Manager shall escalate the issue to ESPO, for discussion with the Supplier’s [Business Development Director]. SCHEDULE 7 to the CUSTOMER AGREEMENT In addition to the Data Definition (see Appendix 5 of this Invitation to Tender) which defines the standard of the invoice line detail, the following data is required for performance management purposes. This summary data must be submitted to the Customer on a quarterly basis (every three months from the commencement of the Framework) or as otherwise agreed with the Customer. Provision of such data shall not prevent the Customer requesting additional reports when required, or running their own reports from the system, if the system can offer this functionality. Data should be from the period in question unless stated otherwise. This list is not exhaustive, and may change over the life of the contract. Data required by Customers Measure Additional summary data to be provided (beyond that listed in the Data Definition) Spend via contract by council Summary list of spend per council Spend via by directorate and service Summary list of spend per directorate and service Savings to date Summary of savings to date per council – to ensure no additional inaccurate savings are being accrued, savings are in addition to the spend figure MSP fee Summary list of fees per council ESPO fee Summary list of fees per council Agency commissions Max, min and average fee in xxxxx per specialism and role Average savings expressed in xxxxx Average savings % per specialism Average assignment cost YTD Average assignment cost overall, per specialism Average Hourly rate Average hourly rate overall and per specialism Xxxx rate in compliance with rate card Where a rate card in is place, summary of assignment rates above rate card Process / Operations Total hours billed Summary of hours billed, per specialism, per role and per directorate Average assignment length Average assignment length per specialism (Hours / Days / Weeks) No. Temps on assignment at end date of period Summary of number of live assignments, per specialism Total no. assignments filled Summary of number of assignments filled in given period, per specialism % requests for which candidates were submitted for roles % of assignment requests where CVs were put forward for a role Fill rates % of requested assignments which have been filled in given period, per specialism Time to fill Average length of time taken to fill an assignment, overall and per specialism % requests for which candidates were submitted for roles % of assignment requests where CVs were put forward for a role Systems downtime (including ordering telephone line) % planned downtime % unplanned downtime System issues raised % of system issues which are resolved with agreed SLAs % of responses within agreed SLAs regarding considerations of future system developments Time to resolve system issues Average length of time taken to resolve systems issues in given period Erroneous free invoicing % of MSP invoices of invoice lines containing an error Timesheets on time % of timesheets which are authorised on time, broken down by business area Initial response times to request for candidate % of responses after initial request which are within agreed SLA Average assignment length Average assignment length per specialism (Hours / Days / Weeks) Service satisfaction* % of customer satisfaction as per survey feedback Complaints made Summary of number of complaints received from users Complaints resolved % of complaints from Customers resolved in accordance with the agreed complaints procedure Quality of temps, including compliance to job spec* % of customer satisfaction as per survey feedback CVs matching request* % of customer satisfaction as per survey feedback Turn up for interview % of candidates which arrive for scheduled interviews Turn up on time % of candidates which arrive on time as per order % interviewed for role % of CVs which are put forward and are interviewed % offered after interview % of assignments offered after interview % acceptance of role % of assignments which are accepted once offered Assignment extensions Number of assignments extensions Assignment early terminations Number of assignments which have been terminated early Assignment cancellations Number of assignments which are withdrawn / cancelled prior to the start % of assignments completed % of assignments which are completed (not including assignments which are terminated by the customer) as per original specified assignment length % supply from own candidate pool Overall % supply from own candidate pool vs supply chain % SMEs in supply chain % of spend that is going through SMEs % of tiered suppliers which are SMEs No. of agency audits conducted Number of agencies audits in period Agencies passing audit % agencies which have passed an audit Average time to pay supply chain Number of days to pay each supplier in supply chain Supplier complaints Summary of number of complaints received from supply chain Assignments > 13 weeks Summary of number of assignments which are longer than 13 weeks Average hours per temp Summary of average number of hours worked per temp Diversity To be defined as necessary at a local level Locality To be defined as necessary at a local level Sample customer satisfaction survey to be used to support data provision NB – This specific format is not mandatory but MSPs will need to collect data in order to provide statistic SCHEDULE 8 to the CUSTOMER AGREEMENTstatistic

Complaints and Resolution. 10.1. In the event of any issues, the Customer’s Contract Manager shall in the first instance contact the Supplier’s Account Manager for resolution. 10.2. Any complaints raised will be managed in accordance with the Supplier’s complaints procedure. This process ensures that all complaints are dealt with in a professional manner, and to the satisfaction of the Customer. 10.3. If the issue is not resolved satisfactorily or escalation is needed, the Customer’s Contract Manager shall escalate the issue to ESPO, for discussion with the Supplier’s [Business Development Director]. SCHEDULE 7 to the CUSTOMER AGREEMENT In addition to the Data Definition (see Appendix 5 of this Invitation to Tender) which defines the standard of the invoice line detail, the following data is required for performance management purposes. This summary data must be submitted to the Customer on a quarterly basis (every three months from the commencement of the Framework) or as otherwise agreed with the Customer. Provision of such data shall not prevent the Customer requesting additional reports when required, or running their own reports from the system, if the system can offer this functionality. Data should be from the period in question unless stated otherwise. This list is not exhaustive, and may change over the life of the contract. Data required by Customers Measure Additional summary data to be provided (beyond that listed in the Data Definition) Spend via contract by council Summary list of Total spend per council in Quarter Spend via by directorate and service Summary list of Total spend per directorate and service Savings to date Summary of savings to date during quarter per council – to ensure no additional inaccurate savings are being accrued, savings are in addition to the spend figure MSP fee Summary list of fees Total MSP fee charged per council client in Quarter (excluding any Gainshare elements) ESPO fee Summary list of Total ESPO fee accumulated in Quarter Agency fees per council Agency commissions Max, min and average fee Maximum hourly charge to all clients at the current point in xxxxx time per specialism and role (overall, not per client) Average savings expressed in both xxxxx and percentage Average savings during quarter in £ and % per specialism for each client Average assignment cost YTD Average assignment cost overallduring quarter, overall and per specialism Average Hourly hourly rate Average hourly rate overall and per specialism Xxxx rate in compliance with rate card Where a rate card in is place, summary of assignment rates above rate card Process / Operations Total hours billed Summary of hours billed, per specialism, per role and per directorate specialism Average assignment length Average assignment length in days overall and per specialism (Hours / Days / Weeks) No. Temps on assignment at end date of period Summary of number of currently live assignments, per specialism Total no. assignments filled Summary of number of assignments filled in given period, per specialism (figures may be less than 2.3) % requests for which candidates were submitted for roles % of assignment requests where CVs were put forward for a role forward, per specialism Fill rates % of requested assignments which have been filled in given period, per specialism % of assignments completed to request % of assignments which are completed (not including assignments which are terminated by the client) as per originally requested assignment length For example, if an admin role is requested for 10 working days was this timescale seen through to the end by the supplier? Time to fill Average length of time in days taken to fill an assignment, overall and per specialism % requests for which candidates were submitted for roles % of assignment requests where CVs were put forward for a role Systems downtime (including ordering telephone line) % How many days planned downtime % and unplanned downtime System issues raised % of system System issues which are resolved with agreed SLAs % of responses within agreed SLAs Service Level Agreements Supplier responses, within Service Level Agreements, regarding considerations of future system developments Time to resolve system issues Average length of time taken taken, in days, to resolve systems issues in given period Erroneous free invoicing % of MSP invoices of invoice lines containing an error no errors Timesheets on time % of timesheets which are authorised on time, broken down by business area Initial response times to request for candidate % of responses after initial request which are within agreed SLA Average assignment length Average assignment length per specialism (Hours / Days / Weeks) Service satisfaction* % of customer satisfaction as per survey feedback Complaints made Summary of and/or number of complaints received from users customers Complaints resolved % Summary and/or number of complaints from Customers customers resolved in accordance with the agreed complaints procedure Quality of temps, including compliance to job spec* % of customer satisfaction as per survey feedback CVs matching request* % of customer satisfaction as per survey feedback Turn up for interview % of candidates which arrive for scheduled interviews Turn up on time % of candidates which arrive on time as per order % interviewed for role % of CVs which are put forward and are interviewed % offered after interview % of assignments offered after interview % acceptance of role % of assignments which are accepted once offered Assignment extensions Number of assignments extensions Assignment early terminations Number of assignments which have been terminated early Assignment cancellations Number of assignments which are withdrawn / cancelled prior to the start % of assignments completed % of assignments which are completed (not including assignments which are terminated by the customer) as per original specified assignment length % supply from own candidate pool Overall % supply from own candidate pool vs supply chain % SMEs in supply chain % of spend that is going through SMEs % of tiered suppliers which are SMEs No. of agency audits conducted Number of agencies audits in period Agencies passing audit % agencies which have passed an audit Average time to pay supply chain Number of days to pay each supplier in supply chain Supplier complaints Summary of and/or number of complaints received from supply chain Supplier complaints resolved Summary and/or number of supplier complaints resolved from supply chain Assignments > 13 weeks Summary of number of assignments which are longer than 13 weeks Average hours per temp Summary of average number of hours worked per temp Diversity To be defined as necessary at a local level Locality To be defined as necessary at a local level Sample customer satisfaction survey to be used to support data provision receive submitted CVs to your specified timescale? Better than expected As expected Worse than expected receive as many CVs as requested/ expected? Better than expected As expected Worse than expected find the CVs matched your specified requirements? Better than expected As expected Worse than expected Did all candidates offered an interview turn up? Yes No If not – were you notified ahead of time? Yes No Did you appoint? Yes No Did the candidate: arrive on time? Yes No If not – were you notified ahead of time? Yes No dress appropriately? Yes No Perform the required tasks to the required standard? Yes No Promptly submit accurate timesheets? Yes No Behave appropriately? Yes No Comments: NB – This specific format is not mandatory but MSPs will need to collect data in order to provide statistic SCHEDULE 8 to the CUSTOMER AGREEMENT