CX Enablers Program
Tender ID: 521896
Tender Details
Tender Description
Council is seeking written proposals from suitable consultant/s to design and implement:
1. CX Performance Measurement Framework by which Council can determine how we
measure CX across the organisation, against the five customer promises defined in our Customer Service Charter.
2. A Voice of Customer (VoC) program that allows us to define actionable customer insights, satisfaction and performance levels at key points of service experience.
The primary objective of the CX Enablers program of work is to enable continuous
improvement through performance measurement, allowing us to monitor performance and service experience through quantitative and qualitative measurement tools, and elevating our customer’s feedback and voice to inform our decisions and plans.
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