Customer Experience and Quality February 2026 Update

Key Take Aways

1. The MaPS Standards Toolkit is undergoing refinement based on stakeholder feedback to ensure comprehensive and practical guidance.

2. The update process includes expanding guidance and clarifying minimum compliance thresholds across different service lines.

3. Technical design considerations are aligned with regulatory and statutory expectations, ensuring standards are both robust and workable.

4. The updated MaPS Standards Toolkit is scheduled for publication on 20 February, facilitating standardisation and consistency.

5. Post-publication, onboarding activities will commence with assessors and delivery partners to support a smooth implementation.

6. The new platform for capturing customer assessments and reporting functions is being procured, replacing outdated, time-consuming tools.

7. The upgraded platform will integrate assessments, controls, self-assessments, and performance reporting through a single portal.

8. Focus is on reducing effort for teams to provide evidence and improving real-time visibility of performance data.

9. Support and demonstration of the new platform will be provided to stakeholders in the coming weeks.

10. The delivery team is responsible for monitoring, reviewing, and assessing service performance to ensure standards are met.

11. The team adopts a consistent methodology across service lines, helping identify strengths and areas for improvement.

12. The newsletter introduces the delivery team’s leadership, highlighting their focus on customer experience design and implementation.

Key Statistics

• The updated MaPS Standards Toolkit will be published on 20 February.

Key Discussion Points

• Ongoing refinement of the MaPS Standards Toolkit based on detailed stakeholder feedback.

• Expansion of guidance and clarification of minimum compliance thresholds.

• Alignment of standards with regulatory and statutory requirements.

• Ensuring evidence capture and quality assurance processes are proportionate and practical.

• The upcoming publication date of 20 February for the revised toolkit.

• Engagement plans with assessors and delivery partners post-publication.

• Initiatives to replace the current assessment tools with a new, more efficient platform.

• Anticipated benefits of the new platform include better performance insights and reduced evidence-gathering effort.

• The procurement process for the new platform is nearing completion with contract signing imminent.

• Stakeholder support and feedback sessions planned for the new platform’s capabilities.

• The delivery team’s role in overseeing service performance and applying consistent assurance methodologies.

• The team’s emphasis on understanding what’s working well and identifying opportunities for improvement.

Document Description

This article is a monthly update from the Customer Experience and Quality team at MaPS, covering progress on the refinement of the MaPS Standards Toolkit, upcoming publication dates, and the development of a new platform to streamline assessment processes. It also introduces the delivery team responsible for managing service performance and assurance activities, highlighting their role in supporting high standards across MaPS services.