Customer Service Surveys and Data Collection
A Tender Notice
by NOTTING HILL GENESIS
- Source
- Find a Tender
- Type
- Contract (Services)
- Duration
- 5 year
- Value
- £550K
- Sector
- PROFESSIONAL
- Published
- 21 Jan 2022
- Delivery
- To 26 Jan 2027 (est.)
- Deadline
- 21 Feb 2022 12:00
Concepts
Location
London: LONDON
1 buyer
- Notting Hill Genesis London
Description
NHG collect feedback from our residents about their transactions and interactions with us. This is used to coach and develop staff, recover services for residents where something has gone wrong and to make improvements to the way we do things. To support this work NHG are procuring a real-time, multi-channel customer feedback solution to help us to really understand the voice of our residents. The solution will cover the collection, display, analysis and reporting of both positive and negative customer feedback, including the ability to recover the situation through alerts of issues or negative feedback and analyse verbatim comments.
Total Quantity or Scope
Currently NHG has a contract with a supplier who carry out transactional customer satisfaction surveys on our behalf. This feedback is collected via automated IVR calls and SMS with weblinks. This contract specifically provides insight into interactions with the Customer Service Centre and with local officers in housing and home ownership. The contract is due to expire in September 2022. NHG also contracts with another provider to carry our surveys related to repairs (responsive, gas and planned works). This feedback is collected via in person phone surveys. This is done on a rolling contract which currently expires at the end of March 2022. We want to increase the number of survey responses received, both overall and for individual staff members, and our overall response rate. NHG are going out to tender for this requirement to try and obtain a provider who can work with us to improve our response rate and ensure we are able to gather as much feedback from our residents as possible to allow NHG to improve our overall service. The contract will be for an initial 3 years with the possibility to extend for a further 12 + 12 months. The predicted cost of the service of £550K is for the full 60 month duration of the contract, THIS IS NOT AN ANNUAL COST. Additional information: For further information on the procurement please see the tender documents.
Renewal Options
The initial contract will be for 36 months with the option to extend for another 12 + 12 months. The contract will be for 60 months in total. The cost of £550K is the estimated cost for the full 60 months.
CPV Codes
- 79311000 - Survey services
- 79311100 - Survey design services
- 79311200 - Survey conduction services
- 79311300 - Survey analysis services
- 79342310 - Customer survey services
- 79342311 - Customer satisfaction survey
Indicators
- This is a one-off contract (no recurrence)
- Renewals are available.
Other Information
** PREVIEW NOTICE, please check Find a Tender for full details. ** For further information on the procurement and NHG's requirements, please see the tender documents. For more information about this opportunity, please visit the Delta eSourcing portal at: https://www.delta-esourcing.com/tenders/UK-UK-London:-Survey-services./F5FWX577Y... To respond to this opportunity, please click here: https://www.delta-esourcing.com/respond/F5FWX577YN GO Reference: GO-2022121-PRO-19527733
Reference
- ocds-h6vhtk-030ddf
- FTS 001862-2022