Customer Relationship Research Halifax
To establish or confirm THA’s understanding of the aspects of the customer relationship (for each responsive repairs and Customer Contact Centres) that are most important to tenants.
United Kingdom-Halifax: Customer survey services
Section I: Contracting authority
I.1)Name and addresses
Bull Green House, Bull Green
Contact person: Matt Peters
NUTS code: UKE
I.4)Type of the contracting authority
Section II: Object
THA Strategic Research Programme.
II.1.2)Main CPV code
II.1.3)Type of contract
To establish or confirm THA’s understanding of the aspects of the customer relationship (for each responsive repairs and Customer Contact Centres) that are most important to tenants. This will enable THG to decide where best to prioritise effort and investment.
II.1.5)Estimated total value
II.1.6)Information about lots
II.2.2)Additional CPV code(s)
II.2.3)Place of performance
II.2.4)Description of the procurement:
Broadly, the objectives of the Strategic Research Programme are:
— To establish or confirm THA’s understanding of the aspects of the customer relationship (for each responsive repairs and Customer Contact Centres) that are most important to tenants. This will enable THG to decide where best to prioritise effort and investment.
— To establish an accurate measure of tenant satisfaction, and experience, that can be used to monitor performance, and improvement, over time.
— To undertake the methodology of STAR-T that allows us to use an existing transactional survey methodology that we can bespoke with the addition of our own question sets that allow us to not only bench mark within and outside of our sector — but also to give us strategic customer insight.
— To identify which aspects of the relationship motivate loyalty (since loyalty, and not just satisfaction, is a route to profitability).
— To identify priorities for improvement — areas where investment in change would bring the greatest financial and performance return.
— To examine the financial impact of customer satisfaction, dissatisfaction and loyalty.
— To provide THA with clear guidance to ensure that maximum benefit is gained from the measurement activity.
— To offer flexibility and growth with the research partner. This could mean that as we test new services we will require ad hoc research to provide an evidence base to ensure that sound decision making is in place.
— To enhance THA’s image by demonstrating to tenants and staff that it is a ‘customer centric’ organisation.
II.2.7)Duration of the contract, framework agreement or dynamic purchasing system
II.2.10)Information about variants
II.2.11)Information about options
II.2.13)Information about European Union funds
1) Click the link https://xantive.supplierselect.com/buy/
2) Click the link ‘Create a new organization account’;
3) Register an account;
4) Login with new details;
5) Click ‘Public Projects’ link at top right of screen;
6) Click ‘Create Invitation’ for the ‘THA Strategic Research’ project;
7) Change Status to Accepted;
8) Complete questionnaire displayed and change the status to ‘Submitted’.
Section III: Legal, economic, financial and technical information
Section IV: Procedure
IV.1.1)Type of procedure
IV.1.8)Information about the Government Procurement Agreement (GPA)
IV.2.2)Time limit for receipt of tenders or requests to participate
IV.2.4)Languages in which tenders or requests to participate may be submitted:
IV.2.7)Conditions for opening of tenders
Section VI: Complementary information
VI.1)Information about recurrence
VI.2)Information about electronic workflows
VI.5)Date of dispatch of this notice: