Benchmark and measuring satisfaction, Customer Service

Norsk Tipping AS

Norsk Tipping intends to enter into framework agreement for the procurement of Benchmark and measuring satisfaction of Customer Service.
Norsk Tipping Customer Service wants an agreement with a supplier who can assist in ensuring the quality and effectiveness of our department in line with what can be expected in the industry. Our customers and vendors should experience our service as satisfactory and timely, at the same time our employees are satisfied with the daily work routine.
To ensure this, Norsk Tipping wants to enter into agreement for the following 3 areas:
1. Measuring of customer satisfaction (including customers and vendors).
2. Measuring of employee satisfaction.
3. Benchmark of Customer Service key figures/KPI up against the industry.
The aim is that these 3 measurement shall be viewed as a whole and give insight into both the quality and effectiveness of Norsk tipping Customer Service's deliveries. As such, the measurements should provide the possibility to see the connection between the entities key figures, customer and vendor satisfaction with Customer Service and employee satisfaction. The purpose of this is to reveal areas for improvement in the department whether concerning processes, competence, employee follow-up etc. In addition, it will be used as an operative work tool by team leaders for employee follow-up and further development.
The documents for this procurement are only in Norwegian.

Frist
Fristen for mottak av tilbud var 2015-03-27. Anskaffelsen ble publisert 2015-02-10.

Leverandører
Følgende leverandører er nevnt i tildelingsbeslutninger eller andre anskaffelsesdokumenter:

• • Bright Relation AS

Hvem?

• • Norsk Tipping AS

Hva?

• • Kundetjenester › Kundeundersøkelser › Kundetilfredshetsundersøkelser

Hvor?

• • Norge