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Customer Experience Survey
Details
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Tender Closed
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| RFx ID : | 18252601 |
| Tender Name : | Customer Experience Survey |
| Reference # : | DIA/2016/058 |
| Open Date : | Monday, 19 December 2016 4:00 PM (Pacific/Auckland UTC+13:00) |
| Close Date : | Monday, 9 January 2017 9:00 AM (Pacific/Auckland UTC+13:00) |
| Tender Type : | Notice of Information (Advance Notice) (NOI) |
| Tender Coverage : | Sole Agency [?] |
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| Required Pre-qualifications : | None |
| Contact : |
Brad Avery Brad.Avery@dia.govt.nz |
This notice of information relates to an upcoming request for quote for the services of DIA's Customer Experience Survey (CES). This an ongoing survey of Service Delivery and Operation’s (SDO) customers. The current contract for these services is due to expire in early 2017.
The CES aims to understand how the public rates SDO services, how customers interact with SDO and what SDO is able to do to improve its service. Over the past five years of the survey, SDO has built up an effective and valued evidence base of customer experiences. The main priority is to maintain consistency with the current form of the survey, e.g. in methodology and data quality.
SDO would like to contract a supplier to undertake the CES and provide the related and relevant reporting. The CES is a key tool for SDO to gauge the quality of its service delivery, collect customer centric input into future developments, and test specific business initiatives with its customers. The deliverables are: methodological advice; a questionnaire; field work; analysis and reporting (including an online reporting dashboard); and datasets and documentation.
It is anticipated a request for quote will be released via GETS during the week beginning 9 January 2017.
