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NW2426 Customer Feedback Platform
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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.This contract will cover both Northumbrian Water as well as Essex & Suffolk Water. This will be a 3-year contract with the option to extend for a further 2 years. Contract start date will be 1st January 2024.
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
