System för kundundersökning

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The procurement includes a digital service for continuous follow-up of residents’ experiences after contact with the municipality’s contact centre or with other services commissioned by the municipality. The municipality’s contact channels are: telephone, e-mail, chat, and in-person visits. The service shall collect and present results and function as a practical support for developing the municipality’s work on service and customer treatment. Since we benchmark against other contact centres, it is important to be able to monitor the NKI in the form of overall satisfaction. The service shall provide staff, managers and coaches with insight into how service and customer treatment are experienced and create a basis for coaching and development at both individual and group level. With support from documentation produced by the service, coaches shall be able to plan, carry out and follow up on staff and the organisation’s work on service and customer treatment. The service should also automatically offer reflections and suggestions for improvements directly to the employee based on collected data. The municipality is requesting a web-based service that supports the entire chain from…

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