Provision of Customer Satisfaction Survey Platforms (Transactional and Perceptional)

Tender description

PA Housing is carrying out the procurement for the delivery of a Customer Satisfaction Survey Platform for obtaining feedback from customers, residents and specific focus groups. PA Housing aims to obtain customer feedback through two different methods of customer satisfaction surveys: Lot 1: Transactional Surveys Following customer engagement with one of the services provided by PA Housing, a survey is sent to the customer asking for their feedback on the service. Currently PA Housing offers this survey for the following services: Responsive Repairs, Gas repairs, Gas Servicing, Cleaning Services, Grounds Maintenance, Complaints, New Customers, Tenancy Sustainment, and Income Services. PA Housing aims to expand the surveys to other services provided, such as post contact center call. These surveys are to be offered to our customers within 24 hours of engaging with the services and by either text messaging, automated voice calls or emails. Lot 2: Perception Surveys and in depth & focused research PA Housing currently offers a STAR survey to a sample of our customers on a quarterly basis. These surveys are offered to our customers either by person to person phone calls or by email. The perception surveys follow the HouseMark guidelines, allowing PA Housing to benchmark across sectors. It is intended that PA Housing will enter into Contract(s) with the successful Supplier(s) in November 2021 with the Contract(s) commencing on 1 January 2022, and subject to annual reviews, run for a period of three years with the option to extend by one year plus one further year at A Housing's discretion. The maximum duration of the contract is therefore five years. The bidders event will take place at 11.00 am on Friday 11th June 2021 via MS Teams and bidders are requested to submit their interest and email addresses via In Tend.