Avinor AS - K-191449 - System for measuring customer satisfaction and training employees

Description

Avinor's commercial activities mainly consist of turnover based rental of areas to tenderers of goods and services for passengers at the group's 43 airports. Avinor is one of the country's largest property actors and it renews its obligation to tenants to be a value-increasing partner. As a proactive and value-increasing owner, Avinor offers its tenants at the largest airports a joint and standardised measurement of customer satisfaction and drivers of satisfaction per sales place, as well as regular service training for their employees. Lot 1: System for measuring customer satisfaction The objective of the framework agreement is to: Stimulate better customer experiences and conversion Increase participation for this amongst the tenants' management and employees Build common feeling and pride per airport Support Avinor's position as a value-increasing partner for its tenants. Lot 1 Measurement of customer satisfaction is wanted to be procured as a service (SaaS) for all the concepts at our nine largest airports: Oslo, Bergen, Stavanger, Trondheim, Kristiansand, Ålesund, Tromsø, Harstad/Narvik, og Bodø. The sales places are mainly within the categories taxfree, kiosk, shops, catering, and parking, but other categories such as well-being, health, etc., are also included in the contract. A more detailed description follows from SSA-L Annexes. The best relationship between price and quality as stated in the tender documentation. Lot 2: Employee training as an extension of the customer satisfaction measurement The objective of the framework agreement is to: Stimulate better customer experiences and conversion Increase participation for this amongst the tenants' management and employees Build common feeling and pride per airport Support Avinor's position as a value-increasing partner for its tenants. Lot 2 Avinor would like to hold training/gatherings for employees at our suppliers as an extension of the customer satisfaction measurements. The gatherings will be held for the 9 participating airports. Avinor envisages 3-4 gatherings at the four largest airports (OSL, BGO, SVG, TRD), and 2-3 gatherings at the DRL airports (AES, BOO, EVE, KRS, TOS). These can be a combination of physical and digital gatherings, according to what is preferable for the theme, etc. See Annex SSA-O for further details on the procurement. The best relationship between price and quality as stated in the tender documentation.