Display Tender TN201613 

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South East Water is seeking responses to this invitation for a proposal that satisfies the requirements outlined in Part A.2 for a corporate wide implementation of a Voice of Customer platform to enable an integrated approach to collating and analysing customer feedback and sentiment, to ultimately support improved delivery of value to customers, positive customer experiences, and operational efficiencies.

The outcomes of this Invitation are to enable the organisation to acquire a Voice of Customer platform that can support the achievement of the following organisation-wide business outcomes:

• Understanding and removing points of difficulty for customers in their relationship with us;
• Gaining insights from customers’ perceptions / sentiment to enable us to design and deliver a cost effective and positive customer experience;
• Identify service and training opportunities
• Greater control and flexibility of survey design, management and reporting; and
• Automated process to expand and capture more customer journeys and touchpoints;
• Significant reduction in manual work associated with capturing the true voice of the customer.