ClosedServicesMarktconsultatie
Continuous Customer Satisfaction Survey
Sociale Verzekeringsbank · Marktconsultatie · 1 lots · 350296
6
6 of 6 core insights found
Measures presence, not accuracy · documents remain authoritative
ScopeAdvicePoints of attentionSuitability requirementsAward criteriaTimeline
Type
Services
79311200
Estimated value
Not published
To deadline
Ongoing
Knock-outs
0
exclusion grounds
Award basis
Best price-quality ratio
1 criteria
Assess manuallyconfidence high
The Sociale Verzekeringsbank is looking for a supplier for the continuous execution of customer satisfaction surveys via telephone and WhatsApp. The assignment will be carried out via a framework agreement with a focus on data accessibility and process management.
Services · Marktconsultatie · National procedure
Complete timeline
CharacteristicsCPV 79Services
01What is being requested
Execution of the continuous customer satisfaction survey (cKTO) for the SVB via telephone and WhatsApp, including data collection and accessibility in an online database. The assignment includes a framework agreement for two years with two extension options and a ceiling amount of € 750,000.00.
The SVB is organizing this market consultation to involve potential service providers in the preparation of the intended tender 'continuous Customer Satisfaction Survey (cKTO)'. The purpose of this market consultation is to gain insight into the possibilities and solutions that the market can offer.
1Continuous Customer Satisfaction Survey—
02Strategic insight
Strategic insight · AI analysis
Ensure that the reference assignments exactly meet the specified volumes for SMS invitations and questionnaires. Check whether the certifications for information security and research are still valid. Align the online database solution closely with the SVB's accessibility requirements.
03Points of attention
Important · 4
The assignment includes optional services for chat and video calling.Important
The total value is subject to a ceiling amount of € 750,000.00.Important
Reference assignments may not be older than three years.Important
The supplier is responsible for the programming and testing of questionnaires.Important
04Can I take part?
Technical · 3
Experience with setting up and conducting continuous satisfaction surveys regarding telephone customer contact (minimum 50,000 SMS messages and 5,000 questionnaires per year, including specific business rules).Technical
Experience with setting up and conducting continuous satisfaction surveys regarding non-telephone customer contact (chat, WhatsApp, video calling, and counter visits) with a minimum weekly frequency.Technical
Experience with making results accessible in an online database with a minimum weekly frequency.Technical
Professional capability · 2
Possession of a valid NEN-EN-ISO/IEC 27001:2017 certificate or an equivalent information security system.Professional capability
Possession of a valid NEN-EN-ISO/IEC 20252:2019 or 2012 certificate or an equivalent system for market, opinion, and social research.Professional capability
Financial · 1
Possession of professional liability insurance with a minimum coverage of € 500,000.00 per occurrence and a total coverage of € 1,000,000.00 per year.Financial
05Award criteria
Best price-quality ratio (Best PKV)weight n/a
The assignment will be awarded based on the best price-quality ratio.
06Process & timeline
Publication of descriptive document
Dinsdag 12 november 2024
Deadline for questions round 1
Dinsdag 26 november 2024
Publication of Memorandum of Clarification round 1
Donderdag 5 december 2024
Deadline for questions round 2
Donderdag 12 december 2024
Publication of Memorandum of Clarification round 2
Vrijdag 20 december 2024
Closing date
Maandag 13 januari 2025
Opening of the vault
Maandag 13 januari 2025
Award decision
Vrijdag 7 februari 2025
End of standstill period
Vrijdag 28 februari 2025
Award
Vrijdag 28 februari 2025
Effective date framework agreement
Maandag 3 maart 2025
Migration period/Implementation
2 maanden
Aanvang van de operationele werkzaamheden
Mei 2025
07Value in context
Estimate not published
The contracting authority did not publish an estimated value — common for a large share of contracts. The EU threshold for diensten is € 221.000, for reference.
08Likely competitors
#Likely bidderFitWins
1I&O Research B.V.SME9827×
2BDO Audit & Assurance B.V.SME8957×
3Bright Professionals B.V. SME8864×
4Yacht B.V.SME8856×
5Deloitte Accountants B.V.SME8644×
6Antea Nederland BVSME8535×
09Tender documents
Nota van Inlichtingen - marktconsultatie cKTOpdfOct 15, 2024 · 722 KB
Bijlage C - AIV Algemene Inkoopvoorwaarden SVBpdfSep 20, 2024 · 345 KB
Bijlage D - cKTO concept prijzenbladxlsxSep 20, 2024 · 25 KB
Bijlage A vragenlijst marktconsultatie cKTOdocxSep 20, 2024 · 60 KB
Bijlage B beschrijvend document cKTO - versie marktconsultatiepdfSep 20, 2024 · 1116 KB
TN487589 - EF04 Vooraankondiging die alleen ter informatie wordt gebruikt - algemene richtlijn 20240920165949pdfSep 20, 2024 · 5 KB
Uitnodiging Marktconsultatie cKTOpdfSep 20, 2024 · 579 KB
10Legal 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 86> Europese openbare aanbesteding voor levering en onderhoud. Voldoet de motivering van de gunningsbeslissing aan het vereiste dat Advies 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 611> Een Europese openbare aanbestedingsprocedure voor de renovatie van een rioolwaterzuiveringsinstallatie is beëindigd en aanbested
11Frequently asked questions
What is the purpose of this market consultation?
The SVB is organizing this market consultation to involve potential service providers in the preparation of the intended tender for the continuous Customer Satisfaction Survey (cKTO). The purpose is to gain insight into the possibilities and solutions that the market can offer.
How are implementation costs included in the assessment?
Implementation costs are included as a separate price component in the pricing sheet. During the assessment of the bids, a comparison of the total costs, including these potential implementation costs, will be made to ensure a level playing field.
Why is there a suitability requirement for sending SMS messages?
A suitability requirement of 50,000 sent SMS messages has been set to ensure that the bidder has sufficient experience with sending SMS messages on a large scale. The SVB currently sends approximately 600,000 SMS messages per year for the cKTO.
Automatically compiled from the official tender data and documents.
12Estimated value versus the market
p25
€ 200K
€ 200K
median
€ 640K
€ 640K
p75
€ 3,0 mln
€ 3,0 mln
deze opdracht
Gegunde waarden in CPV 79 · diensten n=4949