Postbank seeks quotations for Customer Experience Survey Services over three months. The project aims to measure customer satisfaction and loyalty among individual customers and Stokvels, enhancing service delivery and operational decision-making.
Postbank SOC Ltd invites qualified service providers to submit quotations for a three-month engagement focused on Customer Experience (CX) Survey Services. The primary objective is to design, execute, analyze, and report on surveys that assess customer satisfaction, loyalty, and effort among individual customers and Stokvels. This initiative is crucial for embedding customer feedback into operational strategies and improving service quality.
The selected service provider will be responsible for creating tailored survey instruments, employing various data collection methods, and ensuring compliance with the Protection of Personal Information Act (POPIA). The scope includes measuring key performance indicators such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES). Additionally, the provider will deliver actionable insights and recommendations to enhance customer trust and retention, ensuring that the voice of the customer is institutionalized across the organization.
This tender is suitable for businesses specializing in customer experience research, market analysis, and analytics, particularly those with experience in the South African retail banking sector and community-based financial models.