Voice of the Customer Platform Tender in United Kingdom - 142526711

Procurement Summary

Country: United Kingdom

Summary: Voice of the Customer Platform

Deadline: 02 Jul 2026

Posting Date: 03 Jun 2026

Other Information

Notice Type: Tender

TOT Ref.No.: 142526711

Document Ref. No.: C-04436

Competition: ICB

Financier: Self Financed

Purchaser Ownership: Public

Tender Value: Refer Document

CPV Classification

79342310 - Customer survey services

Purchaser's Detail

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Tender Details

To appoint a supplier to carry out services to deliver the voice of the customer platform, the outputs of which contribute to our CMEX score. The platform needs the capability to provide dashboards, transcribe calls to text, create and send surveys with Affinity Water branding and import/export data. The platform helps to place the voice of Affinity Water customers at the centre of our business through identifying the gaps in our current customer experiences, to then improve experiences and satisfaction going forward. The platform should include but is not limited to: • Bespoke surveys sent through email and text, in line with Affinity Water's brand guidelines, fonts and logo. • Ability to access, categorise and analyse data from surveys and voice calls. • Ability to tailor surveys per process, journey, customer segment, water region etc. and send either instantly or with a delay functionality. • High-quality analysis on the surveys conducted through analytical tools to identify keywords, themes and trends. • Useable and configurable dashboards showing departments, processes, water regions, customer segments etc. • Ability to plug-in for data feeds to other in-house platforms or manually load in data. • Automated ticketing system to prioritise unresolved or dissatisfied customers to 'close the loop'. • AI functionality to interrogate system and answer user specific questions, with quantification of results. • Ability to export through Secure File Transfer Protocol (SFTP)...

Documents

 Tender Notice