Closed
Transactional Customer Feedback Solution
Descriptions
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.
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
Timeline
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Tender Regions
CPV Codes
79311200 - Survey conduction services
79342310 - Customer survey services
79342311 - Customer satisfaction survey
79311000 - Survey services
79311210 - Telephone survey services
79311300 - Survey analysis services
79311100 - Survey design services
Keywords
survey services
questionnaire design
sample surveys
opinion surveys
data collection
field surveys
online surveys
telephone surveys
survey implementation
survey data gathering
survey design services
questionnaire development
survey methodology
sampling design
survey instrument design
survey planning
study design
questionnaire structure
survey tool creation
instrument testing
survey conduction
field survey execution
questionnaire implementation
data collection services
quantitative field surveys
in-person survey operations
survey coordination
fieldwork management
primary data collection
empirical research support
CATI services
phone-based data collection
telephonic polling
structured telephone interviews
remote survey conduction
phone questionnaire execution
outbound survey calls
opinion polling via phone
telephone polling
survey analysis
data interpretation
survey data analytics
statistical survey reporting
quantitative analysis
results evaluation
survey findings synthesis
data modeling
respondent data processing
analysis of survey outcomes
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
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Possible Competitors
1 Possible Competitors
