Closed
Customer Feedback Platform
Descriptions
Northumbrian Water requires a true "Voice of the Customer" and Customer Resolution tool with the capability to proactively communicate with customers via text and email. It should allow us to identify both good and bad customer journeys, providing praise and affirmation where appropriate and ensuring that our limited resource is appropriately directed where customers are telling us there are issues.Without this direct customer feedback, a huge amount of time and energy could be invested in looking to improve processes that may well be delivering effective services to our customers, whilst those that aren't are missed, as we assume they are working. The feedback provides information that is unhindered by any internal bias, be that conscious or unconscious, ensuring that appropriate data led decisions can be made.The solution should be tailored towards highlighting what we as a business operationally do well and point us towards the areas that we need to work on and improve highlighting customer pain points per customer journey per department and contact channel. The solution should be able to categorise key topics & themes by sentiment with the use of text analytics and sentiment engine based on a taxonomy that befits our industry.The surveys should be flexible and agile to be able to alter the wording when needed and the reporting should be easy to set up and use to create visually compelling insights to bring the customers experience to life.The dashboard should be intuitive and visually striking highlighting key themes and topics with league tables and other statistical gadgets.NWL are also looking for a proactive trend analysis function in the platform.SMS text or Email survey all current inbound customer contacts that are in scope (to be decided by NWL) will be provided to the supplier. NWG will exclude contacts they do not wish surveyed from the data provided. For example, contacts where the customer has indicated they want to opt out of surveys or are linked to a deceased customer. NWG will determine the timing of the surveys. The surveys will cover North and South customers of NWG, Northumbrian Water and Essex and Suffolk Water.NWL will be running discovery sessions with the first 4 applicants to this notice and these will be held 7 September 2022 with the team.
Timeline
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Tender Regions
CPV Codes
79342310 - Customer survey services
79342311 - Customer satisfaction survey
79342320 - Customer-care services
Keywords
customer survey services
customer feedback surveys
satisfaction survey design
survey execution
opinion polling
client questionnaires
consumer survey analysis
customer insight gathering
satisfaction metrics
feedback collection
customer satisfaction survey
client satisfaction measurement
CSAT surveys
satisfaction benchmarking
post‑service evaluation
satisfaction index
consumer satisfaction polling
customer experience feedback
satisfaction assessment
customer-care services
customer support
proactive support
issue resolution
after-sales care
account management
service follow-up
care coordination
relationship maintenance
service recovery
Tender Lot Details
2 Tender Lots
Workflows
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Possible Competitors
1 Possible Competitors
