CancelledServicesEuropeanOpen
Continuous Customer Satisfaction Survey
Sociale Verzekeringsbank · Open · 1 lots · 357001
5
5 of 6 core insights found
Measures presence, not accuracy · documents remain authoritative
ScopeAdvicePoints of attentionSuitability requirementsAward criteriaTimeline
Type
Services
79342311
Estimated value
€ 600K
estimated
To deadline
-519d
Jan 13, 2025 · 10:00
Knock-outs
n/a
exclusion grounds
Award basis
Best price-quality ratio
1 criteria
Assess manuallyconfidence high
The SVB is looking for one contractor for the execution of a continuous customer satisfaction survey via telephony and WhatsApp. The assignment includes the full process from programming and data collection to the provision in a database.
Services · Open · European procedure
European
CharacteristicsCPV 79ServicesEU tendercustomer satisfactioncontinuous researchtelephone
01What is being requested
Execution of the ongoing customer satisfaction survey (CKTO) for the SVB via telephone and WhatsApp, including the programming of questionnaires, sending SMS invitations, and the provision of data in an online database.
With this tender, the SVB aims to enter into a Framework Agreement with one Contractor for the execution of the Continuous Customer Satisfaction Survey among citizens who have sought contact with the SVB via telephone and WhatsApp.
1No use of lot division—
02Strategic insight
Strategic insight · AI analysis
Ensure a robust solution for the daily downloading and processing of respondent files. Focus on the international aspects such as support for German and Belgian numbers. Ensure that the data provision aligns seamlessly with the requirements of the SVB.
03Points of attention
Important · 3
The assignment includes both telephony and WhatsApp.Important
There is an option for new customer contact channels such as chat and video calling.Important
The contractor must manage the online database according to the guidelines in the PvE.Important
04Exclusion grounds
Exclusion grounds — consult the ESPD
- No specific exclusion grounds were extracted. In a European tender, the mandatory and discretionary grounds of art. 2.86/2.87 of the Dutch Procurement Act almost always apply — check the European Single Procurement Document (ESPD).
05Award criteria
Best price-quality ratio (Beste PKV)weight n/a
The award criterion is the best price-quality ratio.
06Value in context
€600,000
07Likely competitors
#Likely bidderFitWins
1I&O Research B.V.SME9527×
2Yacht B.V.SME8956×
3Deloitte Accountants B.V.SME8844×
4Antea Nederland BVSME8835×
5Deloitte Consulting BVSME8834×
6Between BVSME8628×
08Tender documents
TN496186 - EF29 Aankondiging gegunde opdracht - algemene richtlijn, standaardregeling 20250221101856pdfFeb 21, 2025 · 7 KB
Nota van Inlichtingen 3 CKTOpdfDec 23, 2024 · 510 KB
Bijlage B Referentieformulier 2docxDec 20, 2024 · 39 KB
Nota van Inlichtingen 2 CKTOpdfDec 20, 2024 · 137 KB
TN496186 - EF16 Aankondiging van een opdracht - algemene richtlijn, standaardregeling 20241209135307pdfDec 9, 2024 · 8 KB
Bijlage E2 CKTO PvE Informatiebeveiliging & PrivacypdfDec 9, 2024 · 256 KB
Nota van Inlichtingen 1 - CKTOpdfDec 5, 2024 · 557 KB
TN496186 - EF16 Aankondiging van een opdracht - algemene richtlijn, standaardregeling 20241127111117pdfNov 27, 2024 · 8 KB
Bijlage E CKTO IB&P eisenpdfNov 13, 2024 · 808 KB
Bijlage C Prijzenblad CKTOxlsxNov 13, 2024 · 25 KB
Bijlage A Programma van eisenpdfNov 13, 2024 · 575 KB
Bijlage B ReferentieformulierdocxNov 13, 2024 · 42 KB
09Legal themes that may be relevant here
Advies 300> Openbare Europese aanbesteding voor beheer en onderhoud van applicaties en aanverwante ICT-diensten. De zittende leverancier heeComplaint upheldAdvies 440> Meervoudig onderhandse aanbestedingsprocedure voor een (concessie)opdracht voor diensten voor het beschikbaar stellen, plaatsen,Advies 689> Aanbesteder heeft vrijwillig bekendgemaakt dat hij een opdracht heeft gegund voor de inkoop van een softwareplatform voor gemeenComplaint upheldAdvies 147> Meervoudig onderhandse aanbesteding. Kan de Commissie de klacht in behandeling nemen in het geval dat niet vast staat dat de aanAdvies 611> Een Europese openbare aanbestedingsprocedure voor de renovatie van een rioolwaterzuiveringsinstallatie is beëindigd en aanbested
10Frequently asked questions
What is the objective of the assignment for the Continuous Customer Satisfaction Survey?
The Sociale Verzekeringsbank intends to enter into a framework agreement with one contractor for the continuous execution of customer satisfaction surveys among citizens who have sought contact via telephone and WhatsApp.
What kind of agreement is intended in this tender?
The assignment is intended as a framework agreement, allowing for multiple assignments to follow based on the established terms and conditions.
Which channels does the customer satisfaction survey focus on?
The research focuses on citizens who have sought contact with the SVB via the telephone and WhatsApp channels.
Automatically compiled from the official tender data and documents.
11Estimated value versus the market
p25
€ 200K
€ 200K
median
€ 640K
€ 640K
p75
€ 3,0 mln
€ 3,0 mln
€ 600K
Gegunde waarden in CPV 79 · diensten n=4949