00534-CS – Transactional Customer Feedback

{
  "buyer": {
    "id": "GB-PPON-PVMT-4274-HPBN",
    "name": "Stonewater Ltd"
  },
  "date": "2025-07-23T15:04:03+01:00",
  "id": "042435-2025",
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  "ocid": "ocds-h6vhtk-0564b9",
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      "address": {
        "country": "GB",
        "countryName": "United Kingdom",
        "locality": "Leicester",
        "postalCode": "LE8 6EP",
        "region": "UKF22",
        "streetAddress": "Suite C Lancaster House, Grange Business Park"
      },
      "contactPoint": {
        "email": "donna.monro@stonewater.org",
        "name": "Donna Monro",
        "telephone": "07741703695"
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    "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.\nProgramme Objectives\n\u2022Capture real-time feedback across a wide range of customer journeys\n\u2022Improve service delivery and reduce customer effort\n\u2022Enable a robust loop-closing process to resolve issues quickly\n\u2022Provide actionable insight through AI-driven analysis and dashboards\n\u2022Support a flexible, scalable model that evolves with organisational needs.\nScope of Services\nThe programme will initially cover the following customer journeys/transactions:\n\u2022Responsive repairs (raising and completion)\n\u2022Cyclical checks (completion)\n\u2022Planned capital investment/maintenance/retrofit (completion)\n\u2022Grounds maintenance (completion)\n\u2022Complaints (raising and completion)\n\u2022ASB (raising, mid-journey and completion)\n\u2022Disruptive behaviour (raising, mid-journey and completion)\n\u2022Customer service centre contact (post-contact)\n\u2022Lettings \u0026 marketing \u2013 new lets and relets (application, sign-up and move-in)\n\u2022Shared ownership sales (appointment/visit, reservation and move-in)\n\u2022Mutual exchange (application, sign-up and move-in)\n\u2022Tenancy termination (completion)\n\u2022Housing operations (raising and completion).\nCertain customer journeys will require feedback collection at multiple stages (as specified above), such as an initial survey after a repair request is raised, followed by a separate survey upon completion of the repair. The pricing model should reflect this multi-touchpoint approach, as well as support a scalable framework that can adapt to varying volumes and journey complexities. \nAdditionally, the solution should accommodate the future inclusion of new feedback channels, including digital engagement touchpoints such as website interactions, portal sign-up and portal use/pop-ups.\nTo view this notice, please click here: \nhttps://www.delta-esourcing.com/delta/viewNotice.html?noticeId=967995110",
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