CITB Voice of the Customer Platform and Support Services

Tender description

CITB have a requirement for a ‘Voice of the Customer’ (VoC) platform and support services to enable 360 view of customer feedback, pain points and friction of CITB services to increase lifetime value. A VoC platform will deliver a single platform end to end solution with no 3rd party applications to meet the strategic goals of CITB. Lot 1: CITB have a requirement for a Voice of the customer platform and support services to enable 360 view of customer feedback, pain points and friction of CITB services to increase lifetime value. CITB require the platform to provide employee engagement and Customer research through data collection and subsequent analysis to support CITB decision making. CITB’s goal is to become a customer centric organisation, and this solution will enable to monitor, collate, and act upon customer feedback across all segments. Currently CITB have no capacity to do this and often collate information through word of mouth and field engagement. This insight will inform how to improve all areas of CITB from customer service, product develop, strategy etc. CITB requires a contract to be awarded for a period of 4 years with the option to extend for a further 2 years.