Published
Kundundersökningar
Notice number: 00583320-2026
KEY INFORMATION
- Submission deadline
- • Sep 29, 2026
- Location
- 🇸🇪 Sweden
- Contracting authority
- Eskilstuna Strängnäs Energi och Miljö Aktiebolag
- Accepted Languages
- Swedish
- Tender type
- Services
- Contract Value
- Published date
- Aug 24, 2026
TENDER DESCRIPTION
This procurement seeks to establish a framework agreement for customer surveys for Eskilstuna Strängnäs Energi och Miljö AB (ESEM), encompassing both EEM and SEVAB, with the primary objective of conducting annual NKI surveys for private and business customers to measure satisfaction, analyze experiences, and provide a basis for strategic and tactical improvements. The scope of work includes comprehensive project management, digital and telephone survey dispatch, questionnaire development adhering to strict accessibility standards, consulting services, and the provision of a web-based analysis platform with robust data access, historical analysis capabilities, and API support. Key technical requirements mandate secure development practices, including source code protection, segregated environments, data security, time synchronization, and adherence to OWASP guidelines, alongside ensuring survey functionality for users with diverse disabilities. The contract is set to commence on January 1, 2027, for an initial period of two years, with potential extensions for up to six additional one-year periods, and requires a minimum Creditsafe risk class of 40 for financial standing.
TENDER BRIEF
The contract start date is 2027-01-01. The initial contract period is 2 years. The agreement can then be automatically extended by 1 year at a time for a maximum of 6 extension periods. The latest possible end date for the contract is 2034-12-31. The estimated contract signing date is as early as December 4, 2026, and the estimated call-off start date is as early as January 1, 2027.
Sources
- 1Bilaga 6. Ramavtalsutkast UH 26-13.pdf — “som vid varje given tidpunkt är tillämpliga på Tjänsternas innehåll, utformning, användning, försäljning eller distribution, inklusive (men inte begränsat till) sådana lagar, förordningar och regler som rör personuppgift…”
- 2Anbudsinbjudan UH 26-13.pdf — “från dagen för ikraftträdande i enlighet med vad som framgår av ramavtalsutkastet. ESEM har rätt att förlänga ramavtalet 1 år åt gången vid 6 tillfällen i enlighet med de villkor som följer av ramavtalet. Beräknad tidpun…”
The core scope of work for this tender is to establish a framework agreement for customer surveys for Eskilstuna Strängnäs Energi och Miljö AB (ESEM), covering both its brands, Eskilstuna Energi och Miljö (EEM) and SEVAB Strängnäs Energi (SEVAB).
The primary objective is to conduct an annual NKI (customer satisfaction index) survey among ESEM's private and business customers to measure and analyze their experiences with ESEM's operations. This is intended to provide a report and a decision-making basis for improvements, clearly identifying customer perceptions, their underlying reasons, and priority areas for ESEM, with results also comparable to other energy companies. Additionally, the agreement aims to enable targeted customer surveys.
The statement of work summary and core deliverables explicitly include:
- Project and production management.
- Digital dispatch of customer surveys, encompassing adaptation, free-text answers, custom questions, two reminders, a cover letter, a web interface, compilation, processing, and presentation of results.
- Telephone interviews for customer surveys, involving similar elements of adaptation, free-text answers, custom questions, reminders, a cover letter, a web interface, compilation, processing, and presentation.
- Consulting services.
- Providing tools for analysis and results, including license costs and user logins.
- Handling of customer data and various response methods.
- Development of questionnaires, adhering to technical and accessibility requirements.
- Dispatch and registration of responses, including dropout analysis.
- An analysis platform and system for processing survey data.
- Presentation of results, which must include proposals for strategic and tactical actions to enhance customer satisfaction.
- Regular reports on the performance of the services, if agreed upon.
Sources
- 1Bilaga 6. Ramavtalsutkast UH 26-13.pdf — “gälla endast för det aktuella Avropet). 1.3 Eventuella leveransvillkor, allmänna villkor eller andra avtalsvillkor som tillämpas av Leverantören (eller som ingår i eller hänvisas till i Leverantörens anbud), men som inte…”
- 2Bilaga 1. Kravspecifikation UH 26-13.pdf — “Eskilstuna Strängnäs Energi & Miljö BILAGA 1 KRAVSPECIFIKATION KUNDUNDERSÖKNINGAR (DIARIENUMMER UH 26-13) Innehåll 1. | Allmänt | 2 1.1 | Allmänt om uppdraget | 2 1.2 | Omfattning... | 2 2. | Uppdragets utförande. | 2 2.…”
- 3Bilaga 2. Prisbilaga UH 26-13.xlsx — “,Prisbilaga UH 26-13,,,,,, ,Leverantören fyller i de gula fälten,,Leverantör,,,, ,,,,,,, ,"Årlig kundundersökning ",,,,Beräknad årlig,, ,Pos.,Benämning,Beskrivning,á-pris/enhet,volym (Endast för utvärderingssyfte),Enhet,…”
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Unlock tender brief for freeTENDER DOCUMENTS
DIRECTORY • 9 FILES
- Bilaga 7. Sanningsförsäkran UH 26-13.pdf72 KBPDF
- Bilaga 1. Kravspecifikation UH 26-13.pdf183 KBPDF
- Bilaga 2. Prisbilaga UH 26-13.xlsx21 KBXLSX
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