Notice Information
Notice Title
Customer Feedback Programme Survey Provider
Notice Description
Stonewater requires access to high quality customer insight. To support existing feedback mechanisms, Stonewater undertakes surveys across a variety of service areas as close to the point of customer experience as possible. These are wholly conducted by telephone through a 3rd party supplier. This approach developed several years ago covers the following areas; reactive repairs, planned maintenance, lettings and allocation of homes, handling of complaints and handling of anti-social behaviour. In order to bring Stonewater's approach to collecting and using customer insight in line with our strategic objectives around digital communication and customer experience, an innovative step change is required. A cutting edge digital feedback system for gathering, analysing and displaying customer feedback from multiple channels, in real time is required. This new approach will enable us to significantly improve the visibility, accessibility and timeliness of customer feedback and improve the understanding of the process and behavioural influences on the quality of the customer experience. The introduction of real time customer feedback across the organisation has the potential to revolutionise the way we think about and feel accountability to our customers, and the quality of services we provide. At this stage we envisage any future tender being split into two lots; Lot 1 covering the transactional 'real time' surveys detailed above and Lot 2 covering a less frequent customer perception survey.
Notice Details
Publication & Lifecycle
- Open Contracting ID
- ocds-b5fd17-438e68bb-49ba-4b05-9dd2-90a0a947f786
- Publication Source
- Contracts Finder
- Latest Notice
- https://www.contractsfinder.service.gov.uk/Notice/e5996af2-9731-4b0c-90e6-ae95a82dda12
- Current Stage
- Planning
- All Stages
- Planning
Procurement Classification
- Notice Type
- Market Engagement Notice
- Procurement Type
- Standard
- Procurement Category
- Not specified
- Procurement Method
- Not Specified
- Procurement Method Details
- Not specified
- Tender Suitability
- Not specified
- Awardee Scale
- Not specified
Common Procurement Vocabulary (CPV)
- CPV Divisions
79 - Business services: law, marketing, consulting, recruitment, printing and security
-
- CPV Codes
79342300 - Customer services
79342310 - Customer survey services
Notice Value(s)
- Tender Value
- Not specified
- Lots Value
- Not specified
- Awards Value
- Not specified
- Contracts Value
- Not specified
Notice Dates
- Publication Date
- 7 Jun 20196 years ago
- Submission Deadline
- Not specified
- Future Notice Date
- 5 Aug 2019Expired
- Award Date
- Not specified
- Contract Period
- Not specified - Not specified
- Recurrence
- Not specified
Notice Status
- Tender Status
- Planning
- Lots Status
- Not Specified
- Awards Status
- Not Specified
- Contracts Status
- Not Specified
Buyer & Supplier
Contracting Authority (Buyer)
- Main Buyer
- STONEWATER LIMITED
- Contact Name
- Available with D3 Tenders Premium →
- Contact Email
- Available with D3 Tenders Premium →
- Contact Phone
- Available with D3 Tenders Premium →
Buyer Location
- Locality
- LEICESTER
- Postcode
- LE8 6EP
- Post Town
- Leicester
- Country
- England
-
- Major Region (ITL 1)
- TLF East Midlands (England)
- Basic Region (ITL 2)
- TLF2 Leicestershire, Rutland and Northamptonshire
- Small Region (ITL 3)
- TLF22 Leicestershire CC and Rutland
- Delivery Location
- Not specified
-
- Local Authority
- Blaby
- Electoral Ward
- North Whetstone
- Westminster Constituency
- South Leicestershire
Further Information
Notice Documents
-
https://www.contractsfinder.service.gov.uk/Notice/e5996af2-9731-4b0c-90e6-ae95a82dda12
7th June 2019 - Early engagement notice on Contracts Finder
Open Contracting Data Standard (OCDS)
View full OCDS Record for this contracting process
The Open Contracting Data Standard (OCDS) is a framework designed to increase transparency and access to public procurement data in the public sector. It is widely used by governments and organisations worldwide to report on procurement processes and contracts.
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