Awarded

Customer Satisfaction Measurement Methodology and Research Design and Implementation

Tender ID: 227092


Tender Details

Tender #:
DTIRIS15/247  
Status:
Awarded
Closing Date:
27 May 2015
Awarded Date:
17 July 2015

Tender Description

NSW Trade & Investment wishes to engage a service provider to develop a customer satisfaction measurement methodology for the Department and undertake research to establish a baseline for customer satisfaction and general awareness of and use of current services.

The scope includes:

* Development of methodology
* Provision of a customer satisfaction metric and net promoter score
* Delivery of a single measure that will be used as a corporate driver for customer engagement improvements and act as a measurement for the Department’s performance.
* Research design, customer data collection and implementation
* Demonstrated capability to recruit target audience from various industry sectors and geographic locations (regional & international)
* Analysis and interpretation of results
* Online access (i.e. via service provider’s portal) to information by service type, industry sector, international market and regional location

- Recommendation of on-going customer satisfaction measurement

Requirements include the following:

* Development of methodology
* Provision of a customer satisfaction metric and net promoter score
* Delivery of a single measure that will be used as a corporate driver for customer engagement improvements and act as a measurement for the Department’s performance
* Research design, customer data collection and implementation
* Research design to be informed by:
* Service types
* Input from NSW Trade & Investment subject matter experts

Target Audience

Target audience includes businesses (SMEs, large organisations, investors, buyers), community and industry representatives as they relate to the Department’s service types, priority sectors and markets (see Part D of RFQ for more detailed information)

* Analysis and interpretation of results
* Provision of insights that will drive strategic and tactical business actions
* Expectation is that insights will inform customer service improvements, and business process and service design
* Identification of competitors and awareness of their level of service to the market
* Develop a single measure that will represent the performance of strategic priority one (1) of the corporate plan – “Engage with business and communities”.
* Online access to information by service type, industry sector, international market and regional location
* Ability for executive leaders and senior managers to access and mine results (i.e. via service provider’s portal) as it relates to a specific service, industry sector and/ or international market.

Must have experience in developing a similar methodology/tool for similar organisations.


Location

New South Wales   :   Sydney  

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