Voice of Customer Feedback Platform

Affinity Water seeks a supplier to implement a comprehensive voice of the customer platform that centralizes customer feedback to improve customer experience and satisfaction scores. The platform will integrate survey capabilities, call transcription, and analytics to identify service gaps and drive continuous improvement. Key features include: branded email and SMS surveys customizable by customer segment, water region, and process; advanced analytics with keyword and trend identification; configurable dashboards displaying performance by department and region; automated ticketing to resolve customer issues and close feedback loops; AI-powered query functionality with quantified insights; data integration with existing systems via SFTP; secure colleague feedback capture; and online training resources. The solution will support Affinity Water's Customer Metrics and Experience (CMEX) improvement objectives by placing customer voices at the center of business decision-making.