Customer Feedback Platform

Description

Northumbrian Water requires a true "Voice of the Customer" and Customer Resolution tool with the capability to proactively communicate with customers via text and email. It should allow us to identify both good and bad customer journeys, providing praise and affirmation where appropriate and ensuring that our limited resource is appropriately directed where customers are telling us there are issues. Without this direct customer feedback, a huge amount of time and energy could be invested in looking to improve processes that may well be delivering effective services to our customers, whilst those that aren't are missed, as we assume they are working. The feedback provides information that is unhindered by any internal bias, be that conscious or unconscious, ensuring that appropriate data led decisions can be made. The solution should be tailored towards highlighting what we as a business operationally do well and point us towards the areas that we need to work on and improve highlighting customer pain points per customer journey per department and contact channel. The solution should be able to categorise key topics & themes by sentiment with the use of text analytics and sentiment engine based on a taxonomy that befits our industry. The surveys should be flexible and agile to be able to alter the wording when needed and the reporting should be easy to set up and use to create visually compelling insights to bring the customers experience to life. The dashboard should be intuitive and visually striking highlighting key themes and topics with league tables and other statistical gadgets. NWL are also looking for a proactive trend analysis function in the platform. SMS text or Email survey all current inbound customer contacts that are in scope (to be decided by NWL) will be provided to the supplier. NWG will exclude contacts they do not wish surveyed from the data provided. For example, contacts where the customer has indicated they want to opt out of surveys or are linked to a deceased customer. NWG will determine the timing of the surveys. The surveys will cover North and South customers of NWG, Northumbrian Water and Essex and Suffolk Water. NWL will be running discovery sessions with the first 4 applicants to this notice and these will be held 7 September 2022 with the team. Lot 1: This PIN is issued to manage a pre-market engagement exercise. Northumbrian Water Ltd seeks to obtain feedback from the marketplace in relation to what is currently available within this market space before issuing a tender. The primary focus of this pre market engagement is to provide market intelligence and an insight into market trends, solution availability, as well as any perceived risks and opportunities. It is not itself a call for tender or a pre-qualification exercise. The information within this document has been generated solely for market engagement purposes and, depending on the information received from potential suppliers and/or manufacturers, may not reflect the information ultimately presented in any future calls to tender. NWL are looking to run some discovery sessions with the first 4 applicants. All responses will be treated confidentially. All responses will be carefully considered but will not bind Northumbrian Water Ltd to any approach to procurement, nor will responses be treated as conveying any promise or commitment on the part of the respondent.