NW2426 Customer Feedback Platform

Concepts

• customer survey
• durham
• nwl
• customer feedback platform
• voice of the customer
• customer satisfaction survey
• customer resolution tool
• bad customer journeys
• direct customer feedback
• current inbound customer contacts

Location

North East England:

Description

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.

Total Quantity or Scope

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. Without this direct customer feedback, a huge amount of time and energy could be invested in looking to improve processes that may well be delivering effective services to our customers, whilst those that aren't are missed, as we assume they are working. The feedback provides information that is unhindered by any internal bias, be that conscious or unconscious, ensuring that appropriate data led decisions can be made. The solution should be tailored towards highlighting what we as a business operationally do well and point us towards the areas that we need to work on and improve highlighting customer pain points per customer journey per department and contact channel. The solution should be able to categorise key topics & themes by sentiment with the use of text analytics and sentiment engine based on a taxonomy that befits our industry. The surveys should be flexible and agile to be able to alter the wording when needed and the reporting should be easy to set up and use to create visually compelling insights to bring the customers experience to life. The dashboard should be intuitive and visually striking highlighting key themes and topics with league tables and other statistical gadgets. NWL are also looking for a proactive trend analysis function in the platform. SMS text or Email survey all current inbound customer contacts that are in scope (to be decided by NWL) will be provided to the supplier. NWL will exclude contacts they do not wish surveyed from the data provided. For example, contacts where the customer has indicated they want to opt out of surveys or are linked to a deceased customer. NWL will determine the timing of the surveys. The surveys will cover North and South customers of NWL, Northumbrian Water and Essex and Suffolk Water.

Renewal Options

After the initial 36 months, an optional 24 months extension will be available.

CPV Codes

• 79342310 - Customer survey services
• 79342311 - Customer satisfaction survey
• 79342320 - Customer-care services

Indicators

• This is a one-off contract (no recurrence)
• Options are available.
• Renewals are not available.
• Financial restrictions apply.
• Professional qualifications are sought.
• Technical restrictions apply.

Other Information

** PREVIEW NOTICE, please check Find a Tender for full details. ** Applicants are asked to note that this procurement process will be conducted electronically with all documents and communication being managed through the Northumbrian Water eSourcing Spend Management portal called 'Ariba'. Expressions of interest for this tender must be sent to the e-mail address expressions@nwl.co.uk before the deadline date of 09 December 2022 at 12 noon. Once expression of interest has been received that contains the details below, applicants will be given access to the Ariba portal within 48 hours from request. This portal will contain all the tender documents associated with this procurement that are available at the time. An email link will also be provided to the email address you provide to access the portal. The deadline for return of the completed PQQ is 16 December 2022 at 12 noon. When sending expression of interest, applicants must provide the following information: 1) Full company name 2) Main contact details of the person who will be given access to the Ariba portal - Name, job title, E mail address and telephone.