Development and Execution of a Customer Satisfaction Measurement Framework

Details

Queenstown Lakes District Council is seeking proposals from qualified providers to deliver a comprehensive solution for measuring customer satisfaction and providing actionable insights across multiple council-provided services (“the Customer Satisfaction (CSAT) Measurement and Reporting Solution” or “CSAT Solution”).

This project involves three key components:

1. Advice to QLDC on the appropriate design of the CSAT Solution, specifically with regards to:

· appropriate measures for different types of council services, such as Customer Satisfaction Scores (CSAT), Net Promotor Scores (NPS) and Customer Effort Scores

· measurement type and frequency, specifically advising the most effective use of point of service surveys, user surveys and broad satisfaction surveys

· potential benchmarking opportunities

· reporting – with an emphasis on actionable insights

2. The provision of the measurement and reporting tools and technologies (such as the ability to trigger point of service surveys)

3. The management and execution of the surveys.

The successful provider(s) will demonstrate expertise in framework design, satisfaction measurement, data analysis, and actionable reporting tailored to diverse stakeholder audiences.

QLDC is looking for the provider to show innovation in the design and delivery of the CSAT Solution, using digital solutions where appropriate. We are looking for insights that enable us to robustly measure customer satisfaction, identify insights that can drive accountability for performance at an appropriately granular level and enable us to target areas for improvement.

What we are not looking for is a broad ‘residents and ratepayers’ satisfaction survey that means respondents may not have used the council service or facility, don’t provide detailed enough measures, and frequency does not enable effective trend reporting and intervention.