Customer Feedback Programme Survey Provider

Tender 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.