AwardedServicesEuropeanOpen
Conducting customer satisfaction surveys Municipality of Almere
Gemeente Almere · Open · 1 lots · 387936
3
3 of 6 core insights found
Measures presence, not accuracy · documents remain authoritative
ScopeAdvicePoints of attentionSuitability requirementsAward criteriaTimeline
Type
Services
79342310
Estimated value
Not published
To deadline
Ongoing
Knock-outs
n/a
exclusion grounds
Award basis
Best price-quality ratio
Assess manuallyconfidence moderate
It concerns the execution of customer satisfaction surveys where the GIBIT 2023 procurement conditions apply.
Services · Open · European procedure
European
CharacteristicsCPV 79ServicesEU tender
01What is being requested
The assignment concerns the execution of customer satisfaction surveys for the Municipality of Almere.
The objective of this agreement is to establish a stable, monthly cycle of customer satisfaction surveys with results regarding requested numbers, validity, and reliability. The objective of the procurement is to conclude a framework agreement with a single contractor who, on behalf of the Contracting Authority, will perform the execution of continuous KTO and, where applicable, ad-hoc KTOs. A draft framework agreement has been added as attachment 3.
1Lot 1—
02Strategic insight
Strategic insight · AI analysis
Ensure that the risk analysis in the bid explicitly addresses the risks and required control measures. Take into account the role as lead party when drafting the implementation plan. Ensure full alignment with the Municipal ICT quality standards.
03Points of attention
Important · 5
The supplier is the lead party for the Implementation Plan.Important
The costs for drafting the Implementation Plan are included in the remuneration.Important
Implementation deadlines are fatal if explicitly agreed upon in writing.Important
The supplier must address a risk analysis in the bid.Important
In case of dependency on third parties, cooperation must be reported in a timely manner.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).
05Value 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.
06Bidders in this segment
#Likely bidderFitWins
1Daan B.V.SME93154×
2YER Nederland B.V.SME9397×
3BMC Implementatie MarktplaatsenUnknown9161×
4Pricewaterhousecoopers Accountants N.V.SME8854×
5BDO Audit & Assurance B.V.SME8757×
6WyzerUnknown8632×
07Tender documents
TN539174 - EF29 Aankondiging gegunde opdracht - algemene richtlijn, standaardregeling 20260224144138pdfFeb 25, 2026 · 145 KB
3e NvI - Klanttevredenheidonderzoek IA2025.04.04pdfSep 19, 2025 · 131 KB
2e NvI - Klanttevredenheidonderzoek IA2025.04.04pdfSep 8, 2025 · 100 KB
Bijlage Technische BekwaamheiddocxSep 5, 2025 · 23 KB
1ste NvI - Klanttevredenheidsonderzoek IA2025.04.04pdfSep 5, 2025 · 244 KB
TN539174 - EF16 Aankondiging van een opdracht - algemene richtlijn, standaardregeling 20250729182206pdfJul 31, 2025 · 10 KB
Bijlage 3 GIBIT-Klanttevredenheidsonderzoek (KTO) raamovereenkomst 29.7.2025pdfJul 31, 2025 · 294 KB
uea_539174_20250724163750pdfJul 31, 2025 · 350 KB
Bijlage 7 Praktijkcasus 29.7.2025pdfJul 31, 2025 · 161 KB
Bijlage 4 Concept Verwerkersovereenkomst Uitvoeren klanttevredenheidsonderzoeken Gemeente Almere 29.7.2025pdfJul 31, 2025 · 473 KB
Bijlage 6 Wachtkamerovereenkomst 29.7.2025pdfJul 31, 2025 · 181 KB
Bijlage 8 - Verklaring geen Russische betrokkenheidpdfJul 31, 2025 · 120 KB
08Legal themes that may be relevant here
Advies 248> Europese openbare aanbesteding voor een raamovereenkomst met een intermediair voor het boeken van hotel- en vergaderaccommodatieAdvies 666> De klacht ziet op een Europese procedure voor sociale en andere specifieke diensten voor het sluiten van raamovereenkomsten met Advies 13> Aanbesteding van een raamovereenkomst. Algemene vervoerscondities 2002 (AVC). Aansprakelijkheidsregeling disproportioneel? VoorsAdvies 438> Europese openbare procedure voor diensten voor het verzorgen van diverse vormen van vervoer in de betreffende regio, waaronder WAdvies 99> Hoewel de sluitingsdatum voor de ontvangst van de inschrijvingen tweemaal is verzet, is de oorspronkelijk gestelde, uiterste ter
09Frequently asked questions
What is the objective of the framework agreement for the customer satisfaction surveys?
The objective is to conclude a framework agreement with a single contractor for the execution of a continuous, monthly cycle of customer satisfaction surveys (KTO) and, if necessary, ad-hoc KTOs, with a focus on validity, reliability, and the number of respondents.
Which procurement conditions apply to this assignment?
The execution of the assignment takes place under the GIBIT 2023 procurement conditions.
What agreements apply to the processing of personal data?
The processing of personal data takes place under the terms of a specific data processing agreement between the Municipality of Almere (controller) and the contractor (processor), in accordance with the GDPR and the UAVG.
Automatically compiled from the official tender data and documents.
10Estimated 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