Published date: 23 January 2018
Closed opportunity - This means that the contract is currently closed. The buying department may be considering suppliers that have already applied, or no suitable offers were made.
Contract summary
Industry
Research and development services and related consultancy services - 73000000
Location of contract
West Midlands
Value of contract
£520,000
Procurement reference
tender_163423/645895
Published date
23 January 2018
Closing date
26 February 2018
Contract start date
1 September 2018
Contract end date
31 August 2020
Contract type
Service contract
Procedure type
Restricted procedure
A two-stage procedure, where the first stage is used to select suppliers, who are then invited to bid in the second stage.
Contract is suitable for SMEs?
Yes
Contract is suitable for VCSEs?
Yes
Description
The objective of Midland Heart's customer satisfaction measurement programme is to gather critical customer satisfaction feedback data on a monthly basis from customers who have had recent experiences of core services. Please note, this is very much a transaction/service driven programme as opposed to a Star style programme. The feedback data collected is integral in shaping services for the future and ensuring Midland Heart is continually striving to increase customer satisfaction levels.
Due to the current economic climate, where funds are limited, there is a much greater emphasis within Midland Heart to collect reliable and robust customer satisfaction data in order to measure the performance of services, and contractors, across Midland heart.
A telephone interview methodology will be adopted in order to gather feedback from customers covering a range of key service areas. It must be noted, although a telephone approach will make up the majority of the programme, Midland Heart are also keen to explore alternative feedback approaches, including SMS and e-mail.
In total, approximately 1 600 telephone interviews will be conducted per month, subject to sufficient number of customer contacts being available. 12 service areas contribute to the wider customer satisfaction measurement programme.
The contract period is for 2 years with the option to extend for a further 2 years in annual increments (1 year + 1year), subject to satisfactory performance being met by the supplier.
More information is available in the draft ITT documents provided in the project attachments section on Bravosolution.
About the buyer
Address
20 Bath Row
Birmingham
B15 1LZ
England
Procurement.team@midlandheart.org.uk
Website
Share this notice
Closing: 26 February 2018
All content is available under the
