00534-CS – Transactional Customer Feedback

Concepts

• survey services
• leicester
• customer survey
• customer satisfaction survey
• certain customer journeys
• customer feedback
• customer effort
• •customer service centre contact
• customer journeys •improve service delivery
• feedback collection

Location

West Midlands England:

Description

Stonewater is seeking to procure a journey-led, transactional customer feedback solution. The programme will enable real-time insight across key service areas, support continuous improvement, and empower colleagues to act swiftly on customer feedback. Programme Objectives •Capture real-time feedback across a wide range of customer journeys •Improve service delivery and reduce customer effort •Enable a robust loop-closing process to resolve issues quickly •Provide actionable insight through AI-driven analysis and dashboards •Support a flexible, scalable model that evolves with organisational needs. Scope of Services The programme will initially cover the following customer journeys/transactions: •Responsive repairs (raising and completion) •Cyclical checks (completion) •Planned capital investment/maintenance/retrofit (completion) •Grounds maintenance (completion) •Complaints (raising and completion) •ASB (raising, mid-journey and completion) •Disruptive behaviour (raising, mid-journey and completion) •Customer service centre contact (post-contact) •Lettings & marketing – new lets and relets (application, sign-up and move-in) •Shared ownership sales (appointment/visit, reservation and move-in) •Mutual exchange (application, sign-up and move-in) •Tenancy termination (completion) •Housing operations (raising and completion). Certain customer journeys will require feedback collection at multiple stages (as specified above), such as an initial survey after a repair request is raised, followed by a separate survey upon completion of the repair. The pricing model should reflect this multi-touchpoint approach, as well as support a scalable framework that can adapt to varying volumes and journey complexities.

Renewal Options

2 x 12 month extensions

Award Criteria

CPV Codes

• 79311000 - Survey services
• 79311100 - Survey design services
• 79311200 - Survey conduction services
• 79311210 - Telephone survey services
• 79311300 - Survey analysis services
• 79342310 - Customer survey services
• 79342311 - Customer satisfaction survey

Indicators

• Renewals are available.

Other Information

Additionally, the solution should accommodate the future inclusion of new feedback channels, including digital engagement touchpoints such as website interactions, portal sign-up and portal use/pop-ups. To view this notice, please click here: https://www.delta-esourcing.com/delta/viewNotice.html?noticeId=967995110 ** PREVIEW NOTICE, please check Find a Tender for full details. **