For The Provision Of Visitor and Customer Tracking Research Services

Tender description

Vibrant Partnerships is looking for a research agency or data collection company to fulfil the following requirements set out within the Requirement Specification. Vibrant Partnerships’ objectives are: • To measure customer/visitor satisfaction levels and profile visitors across venues and parklands randomly throughout the year • To monitor customer feedback, positive or negative, on topics customers may have raised, thus highlighting areas of concern at an early stage. • Identify any issues or areas of improvement that customers have with any of our facilities or services • Provide summary reporting of research findings to operational managers All questions/information will be based on a set of generic questions that will apply to all sampling points and variable questions that will apply to all sampling points and variable questions that are applicable to a particular sampling point. Included in the questionnaire will be space to add customer comments plus names and addresses should they wish to be included on Vibrant Partnerships’ Contact Database/mailing list. Key activities to be covered include: • Plan the programme of exit interviews based on the yearly sampling programme attached in Table 1. This programme must be a balanced approach to visitors and factored to when sites are busiest – normally weekends and evenings • Undertake the exit interviews with customers/visitors at sites across the Park • Provide and agree a monthly planned programme with Vibrant Partnerships’ Research Officer. • Summary data files supplied on the 15th of each month including an update of responses from surveys over the previous month. These are to be provided in the form of a SPSS data file. • Summary report provided for each venue / parkland as specified in Table 1. Report to be based on a simple template (to be agreed after contract award) reporting, for example percentage scores of each response given per question, net promoter scores, average scores and any customer comments. • Employ interviewers who will carry out the interviews along with any security personnel required. • For two Marina sites there is a requirement for telephone interviews – Vibrant Partnerships will supply a list of customer phone numbers to use for this research. • Ensure compliance with Data Protection Act.