Awarded
Transactional Customer Feedback Solution
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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=992131732
Timeline
Published Date :
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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
data modeling
opinion polling
data collection
survey execution
opinion surveys
CATI services
survey planning
sampling design
online surveys
survey analysis
study design
survey services
sample surveys
CSAT surveys
field surveys
post service evaluation
survey implementation
results evaluation
telephone polling
data collection services
consumer survey analysis
remote survey conduction
outbound survey calls
telephone surveys
survey instrument design
quantitative analysis
questionnaire design
telephonic polling
fieldwork management
survey methodology
satisfaction assessment
instrument testing
satisfaction metrics
survey design services
survey data gathering
customer survey services
survey tool creation
client questionnaires
feedback collection
survey conduction
survey data analytics
data interpretation
questionnaire structure
survey coordination
primary data collection
field survey execution
satisfaction index
respondent data processing
customer insight gathering
customer experience feedback
survey findings synthesis
satisfaction survey design
analysis of survey outcomes
phone-based data collection
in-person survey operations
statistical survey reporting
quantitative field surveys
questionnaire development
customer satisfaction survey
satisfaction benchmarking
client satisfaction measurement
empirical research support
customer feedback surveys
consumer satisfaction polling
opinion polling via phone
structured telephone interviews
phone questionnaire execution
questionnaire implementation
Tender Lot Details & Award Criteria
1 Tender Lots
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