Customer Survey. In respect of each Supply Year, at a date agreed with the Authority, the Supplier shall provide Contracted Customers with a written survey document (by email or in any other format as agreed by the Parties from time to time) (“Customer Survey”) which shall enable Contracted Customers to provide comments to the Supplier on matters including: the quality, type and scope of the Services and, if applicable, Ancillary Services, provided by the Supplier to the Contracted Customer; any ways in which the Supplier’s provision of the Services and, if applicable, Ancillary Services, can be improved; and any other matters which the Authority notifies the Supplier should be included in the Customer Survey. The Supplier shall ensure that the Customer Survey shall also enable the Contracted Customers to specify if there are new products or services which the Contracted Customer would like the Supplier to provide. As soon as is reasonably practicable following the end of the relevant Supply Year, the Supplier shall provide the Authority with a written report which summarises the results of the Customer Survey. If the Customer Survey identifies Queries or Complaints, then the Supplier shall immediately resolve to the Customer’s satisfaction such Queries or Complaints in accordance with the applicable Complaint and Query resolution procedure in the Customer Contract. To the extent that the Customer Survey identifies dissatisfaction with the Supplier’s performance of the Services or Ancillary Services which are not Complaints or Queries, the Supplier shall use all reasonable endeavours to address the cause of the dissatisfaction as soon as is reasonably practicable.
Appears in 4 contracts
Samples: Framework Agreement, Framework Agreement, Framework Agreement
