Survey services

Tender description

HES has a requirement to develop a Quality Barometer. A product which will bring the wide range of feedback the organisation receives together in one place. These feedback sources currently include, but are not limited to: Facebook; Twitter; TripAdvisor; written and verbal compliments and complaints; internal Mystery Visit programme; VisitScotland Quality Assurance programme. HES has a requirement to develop a Quality Barometer. A product which will bring the wide range of feedback the organisation receives together in one place. These feedback sources currently include, but are not limited to: Facebook; Twitter; TripAdvisor; written and verbal compliments and complaints; internal Mystery Visit programme; VisitScotland Quality Assurance programme. The Quality Barometer will provide HES with a live online dashboard which integrates content from all sources, allowing them to be accessed instantly in one place for each individual site. The barometer will analyse sentiment, allocate scores, translate feedback and enable responses. During the development of this product HES will work with the supplier to determine how feedback is weighted. Either one score or a range of scores will indicate the performance of that site, and it is anticipated that this score will be used to form a Service KPI for our sites going forward.