Customer Service Surveys and Data Collection

Concepts

• survey services
• nhg
• multi-channel customer feedback solution
• customer service surveys
• survey design
• negative customer feedback
• number of survey responses
• predicted cost of the service
• transactional customer satisfaction surveys
• customer service centre

Location

London: LONDON

Description

NHG collect feedback from our residents about their transactions and interactions with us. This is used to coach and develop staff, recover services for residents where something has gone wrong and to make improvements to the way we do things. To support this work NHG are procuring a real-time, multi-channel customer feedback solution to help us to really understand the voice of our residents. The solution will cover the collection, display, analysis and reporting of both positive and negative customer feedback, including the ability to recover the situation through alerts of issues or negative feedback and analyse verbatim comments.

Total Quantity or Scope

Currently NHG has a contract with a supplier who carry out transactional customer satisfaction surveys on our behalf. This feedback is collected via automated IVR calls and SMS with weblinks. This contract specifically provides insight into interactions with the Customer Service Centre and with local officers in housing and home ownership. The contract is due to expire in September 2022. NHG also contracts with another provider to carry our surveys related to repairs (responsive, gas and planned works). This feedback is collected via in person phone surveys. This is done on a rolling contract which currently expires at the end of March 2022. We want to increase the number of survey responses received, both overall and for individual staff members, and our overall response rate. NHG are going out to tender for this requirement to try and obtain a provider who can work with us to improve our response rate and ensure we are able to gather as much feedback from our residents as possible to allow NHG to improve our overall service. The contract will be for an initial 3 years with the possibility to extend for a further 12 + 12 months. The predicted cost of the service of £550K is for the full 60 month duration of the contract, THIS IS NOT AN ANNUAL COST. Additional information: For further information on the procurement please see the tender documents.

Award Detail

Award Criteria

CPV Codes

• 79311000 - Survey services
• 79311100 - Survey design services
• 79311200 - Survey conduction services
• 79311300 - Survey analysis services
• 79342310 - Customer survey services
• 79342311 - Customer satisfaction survey

Other Information

** PREVIEW NOTICE, please check Find a Tender for full details. ** For further information on the procurement and NHG's requirements, please see the tender documents. To view this notice, please click here: https://www.delta-esourcing.com/delta/viewNotice.html?noticeId=719690435 GO Reference: GO-202298-PRO-20920569