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    ContractsVoice of Customer Feedback Platform
    Closed contract

    Voice of Customer Feedback Platform

    Contract value
    £417k
    Published 2 Jun 2026

    Affinity Water is seeking a supplier to deliver an integrated voice of customer platform with survey, analytics, and AI capabilities to improve customer experience and satisfaction metrics.

    🇬🇧United Kingdom· EnglandPublished 2 Jun 2026· 4 months agoviaFind a Tender
    Contract value
    £417k
    Published 2 Jun 2026

    Decision brief

    4 fields
    • Contract value
      est.£417,000
      Pounds sterling
    • Closing date
      Not published
      No closing date published
    • Sector
      Professional Services
      Browse related listings
    • Location
      🇬🇧United Kingdom
      England

    Lifecycle

    Closed

    No longer open. Published 4 months ago.

    2 June 2026
    Closed — no tender deadline was published

    Brief

    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.

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    Take action
    View on sourceFind a Tender

    Original closed notice on the publisher's site

    Publisher
    UK Cabinet Office
    Licence
    OGL v3.0
    Source
    find-tender.service.gov.uk
    Record ID
    ocds-h6vhtk-06ab5f

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    AW
    Buyer
    AFFINITY WATER LIMITED
    Sector
    Professional Services