Source: https://tendernation.io/opportunities/01a13bbf-c44d-73bc-822f-2ac3c2d644b4/00534-cs-transactional-customer-feedback awarded GB open procedure Suitable for SMEs # 00534-CS – Transactional Customer Feedback [Stonewater Ltd](https://tendernation.io/buyers/stonewater-ltd) Estimated value £240,000 Published 5 Nov 2025 Deadline Closed 22 Aug 2025 ## Who can bid - Buyer says suitable for SMEs The buyer ticked “suitable for SMEs” on the notice. Anyone can still bid. - Open procedure Anyone can submit a full tender; there is no shortlisting stage. [More contracts for small businesses and VCSEs](https://tendernation.io/opportunities/for-small-businesses) ## About this tender Stonewater is seeking to procure a journey-led, transactional customer feedback solution. The programme will enable real-time insight across key service areas, support continuous improvement, and empower colleagues to act swiftly on customer feedback. ### Programme Objectives •Capture real-time feedback across a wide range of customer journeys •Improve service delivery and reduce customer effort •Enable a robust loop-closing process to resolve issues quickly •Provide actionable insight through AI-driven analysis and dashboards •Support a flexible, scalable model that evolves with organisational needs. ### Scope of Services The programme will initially cover the following customer journeys/transactions: •Responsive repairs (raising and completion) •Cyclical checks (completion) •Planned capital investment/maintenance/retrofit (completion) •Grounds maintenance (completion) •Complaints (raising and completion) •ASB (raising, mid-journey and completion) •Disruptive behaviour (raising, mid-journey and completion) •Customer service centre contact (post-contact) •Lettings & marketing – new lets and relets (application, sign-up and move-in) •Shared ownership sales (appointment/visit, reservation and move-in) •Mutual exchange (application, sign-up and move-in) •Tenancy termination (completion) •Housing operations (raising and completion). Certain customer journeys will require feedback collection at multiple stages (as specified above), such as an initial survey after a repair request is raised, followed by a separate survey upon completion of the repair. The pricing model should reflect this multi-touchpoint approach, as well as support a scalable framework that can adapt to varying volumes and journey complexities. Additionally, the solution should accommodate the future inclusion of new feedback channels, including digital engagement touchpoints such as website interactions, portal sign-up and portal use/pop-ups. To view this notice, please click here: [delta-esourcing.com/delta/viewNotice.html](https://www.delta-esourcing.com/delta/viewNotice.html?noticeId=992131732) Read full description ## CPV classification Survey services Survey design services Survey conduction services Telephone survey services Survey analysis services Customer survey services Customer satisfaction survey Source Find a Tender (UK) · Notice ocds-h6vhtk-0564b9-2025-11-05T10:05:51Z [View official notice](https://www.find-tender.service.gov.uk/Notice/ocds-h6vhtk-0564b9-2025-11-05T10:05:51Z) Never miss a tender like this again Get AI summaries, deadline alerts and a bid pipeline for tenders matched to your business. Free to start. 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