Awarded
Delivering Customer Focus
Descriptions
The purpose of the requirement is summarised as 'Our customers are central to everything we do in Natural Resources Wales (NRW) and our success depends on how we engage both our internal customers (staff) and external customers. We want to understand how well we are performing with our customer care as NRW and to do this we need to work with a programme that will establish a framework across our organisation and bring in the tools to assess, support and ultimately deliver a culture of good customer care that can be sustained. The programme needs to establish baseline data and support us to benchmark our performance and demonstrate tangible benefits. The benefits this can bring have to be apparent throughout the programme, with a range of tools available for us to measure and identify areas for improvement. Welsh translation to follow
Timeline
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Tender Regions
CPV Codes
79342310 - Customer survey services
79342311 - Customer satisfaction survey
79342300 - Customer services
Keywords
customer services
client support
consumer assistance
helpdesk services
service desk
customer interaction
service experience management
client relations
after-sales support
customer care
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
Tender Lot Details
2 Tender Lots
Workflows
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Possible Competitors
1 Possible Competitors
