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Tender Details
- Country: United Kingdom
- Summary: 00534-Cs - Transactional Customer Feedback
- GBT Ref No: 123225455
- Deadline: 22 Aug 2025
- Competition: ICB
- Financier: Self Financed
- Purchaser Ownership: Public
- Tender Value: Refer Document
- Notice Type: Tender
- Document Ref. No.: 00534-CS
- Purchaser's Detail :
- Description :
- Stonewater is seeking to procure a journey-led, transactional customer feedback solution. The programme will enable real-time insight across key service areas, support continuous improvement, and empower colleagues to act swiftly on customer feedback. Programme Objectives •Capture real-time feedback across a wide range of customer journeys •Improve service delivery and reduce customer effort •Enable a robust loop-closing process to resolve issues quickly •Provide actionable insight through AI-driven analysis and dashboards •Support a flexible, scalable model that evolves with organisational needs. Scope of Services The programme will initially cover the following customer journeys/transactions: •Responsive repairs (raising and completion) •Cyclical checks (completion) •Planned capital investment/maintenance/retrofit (completion) •Grounds maintenance (completion) •Complaints (raising and completion) •ASB (raising, mid-journey and completion) •Disruptive behaviour (raising, mid-journey and completion) •Customer service centre contact (post-contact) •Lettings & marketing - new lets and relets (application, sign-up and move-in) •Shared ownership sales (appointment/visit, reservation and move-in) •Mutual exchange (application, sign-up and move-in) •Tenancy termination (completion) •Housing operations (raising and completion). Certain customer journeys will require feedback collection at multiple stages (as specified above), such as an initial survey after a repair request is raise...
- Documents :
Purchaser : STONEWATER LTD
Suite C Lancaster House, Grange Business Park Leicester LE8 6EP United Kingdom
Contact Person : Donna Monro
Telephone : 07741703695
Email :donna.monro@stonewater.org
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