Customer Insight / Customer Satisfaction Surveys

Concepts

• customer satisfaction survey
• leeds
• leeds federated
• question set
• data set
• high level customer satisfaction scores
• customer insight
• customer satisfaction surveys
• representative of the customer base
• peer data

Location

Description

Leeds Federated currently works with an external contractor to produce high level customer satisfaction scores. Currently, the scores are derived from 150 randomly selected telephone interviews each quarter. A rolling dataset of a minimum 600 cases is used to ensure statistical accuracy and is designed to be broadly representative of the customer base. The data set that is sent to the researcher includes the majority of Leeds Federated's stock and covers all general needs housing, general needs age restricted, affordable rent, and older persons housing. The approach to sampling is to be revised as described in the ITT. The question set was reviewed in May 2020 following Leeds Federated's membership of HouseMark. The question set was revised slightly to allow benchmarking with peer data across the 'Core' questions, whilst still retaining the ability to compare historical data. This Tender is being advertised on Contracts Finder.

CPV Codes

• 79342311 - Customer satisfaction survey

Indicators

• Contract is suitable for SMEs.
• Contract is suitable for VCOs.

Other Information

All documents are available on this portal. Interested tenderers are advised to 'watch' the notice to receive notifications if the notice is updated. ITT v1 ISSUE Invitation to Tender - Customer Insight ISSUE.pdf ITT Appendix A Appendix A Housemark-star-features.pdf ITT soft copy Invitation to Tender - Customer Insight ISSUE.docx