Objectives

The primary objective of this tender is to appoint a qualified and experienced service provider to design, execute, analyze, and report on Customer Experience (CX) surveys. These surveys will focus on individual customers and Stokvels over a three-month period. The goal is to establish a structured, reliable, and compliant end-to-end CX measurement program that provides actionable insights to support Postbank's customer-centric and developmental mandate, including compliance with POPIA.

Scope

The scope of work includes:

• Designing CX survey instruments tailored separately for individual customers and Stokvel decision-makers, signatories, and members.
• Measuring key metrics such as NPS, CSAT, CES, and core experience drivers (trust, ease, fairness, reliability).
• Supporting transactional, relationship, and ad hoc surveys, ensuring all are available in all 11 official South African languages.
• Applying appropriate sampling methodologies for both individual and group-based Stokvel structures.
• Recommending accessible, cost-effective channels suitable for customers with limited digital literacy, including community-based models.
• Data collection through a mix of channels, with emphasis on accessibility and appropriateness for the target populations.

Technical Requirements

The technical requirements include:

• Design of survey instruments specific to target groups.
• Measurement of NPS, CSAT, CES, and core experience drivers.
• Support for transactional, relationship, and ad hoc surveys.
• Availability of surveys in all official languages.
• Implementation of sampling methodologies suitable for individual and group structures.
• Use of accessible channels for data collection.
• Provision of dashboards, analytics, and reporting tools.
• Implementation of closed-loop feedback mechanisms.

Skills Requirements

The service provider must demonstrate:

• Minimum of 5 years’ experience in CX research, with a proven portfolio of at least 2 detailed CX design case studies involving NPS, CSAT, CES methodologies.
• Evidence of analytics, reporting, and insight capabilities, with at least 2 relevant case studies.
• Team capacity with at least three CVs of team members, each with a minimum of 5 years’ relevant experience.
• Compliance with POPIA and other relevant data protection standards.
• Ability to deliver end-to-end CX solutions, including survey design, data collection, analysis, reporting, and feedback management.