Customer survey services

Tender description

Home Group is looking to establish a framework for customer insight covering: 1) Customer satisfaction tracking (real time portal - ability to track performance across multiple stages of customer transactions and journeys, real-time interpretation & analysis (structured and unstructured survey responses), surveying functionality: multi-channel approach via (not exclusive to): Telephony, SMS, IVR, E-mail), 2) Quantitative & qualitative research — Journey mapping, UX research, behaviour analysis, ethnography, segmentation, sentiment analysis, qualitative research: digital /applications, face-to-face, multi-channel. Including: 1) Real time dashboard, 2) Multi-channel surveying, 3) Track performance across channels, transactions and journeys. Quantitative and qualitative research: customer journey mapping. Quantitative and qualitative research: UX research. Quantitative and qualitative research: behaviour analysis. Quantitative and qualitative research: ethnographic research. Quantitative and qualitative research: segmentation. Quantitative and qualitative research: sentiment analysis. Quantitative and qualitative research: qualitative research.