Customer Feedback and Complaints Management
Received: 17 January 2025
Customer Feedback Management:1. Does your organisation have a centralised approach to managing customer feedback? (Yes/No)2. What system(s) does your organisation currently use to gather customer feedback?(If different departments use different systems, please specify which departments use which systems.)- Dedicated customer feedback solution (e.g. Qualtrics, GovMetric CX, SnapSurveys, etc.) - Please specify which system(s).- In-built feedback tools within third-party systems (e.g., telephony systems, CMS platforms, etc.) - Please specify the system(s) and the type of feedback collected.- In-house developed feedback tools (e.g. using Microsoft Forms etc.) - Please specify which system(s).- Other - Please specify.3. If you are using a dedicated customer feedback solution(s), please provide the following details for each system:- Name of supplier- Current contract end date and the approximate annual value of the contract? (A link to where this information is published online will be sufficient)4. If your organisation does not currently use a dedicated customer feedback system:- Are there any active plans to procure or implement one in the next 12 months? (Yes/No)- If yes, could you provide any additional details about the planned procurement process or timeframe?5. Please provide the name and role of the person primarily responsible for overseeing customer feedback management within your organisation.Complaints Management:1. Does your organisation have a centralised complaints management process? (Yes/No)2. What system(s) does your organisation currently use to manage complaints?(If different departments use different systems, please specify which departments use which systems.)- Dedicated complaints/case management solution (e.g. Civica iCasework, Fivium eCase, GovMetric CaseTracker, Firmstep, Granicus, etc.) - Please specify which system(s).- In-house developed system (e.g. Microsoft Dynamics etc.) - Please specify which system(s).- Spreadsheet or similar (e.g. Excel, Google Sheets, etc.)- Email- Other - Please specify.3. If you are using a dedicated solution(s), please provide the following details for each system:- Name of supplier- Current contract end date and the approximate annual value of the contract? (A link to where this information is published online will be sufficient)- Is the system used for managing other case types (e.g., FOI requests, member enquiries, etc.)? If yes, please specify which case types.4. If your organisation does not currently use a dedicated complaints management system:- Are there any active plans to procure or implement one in the next 12 months? (Yes/No)- If yes, could you provide any additional details about the planned procurement process or timeframe?5. Please provide the name and role of the person primarily responsible for overseeing complaints management within your organisation.
Outcome / Documents
- Response (all information to be supplied) - application/pdf - Download