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 both individual customers and Stokvel groups over a period of three (3) months. 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.

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 as required.
• Ensuring all surveys are available in all 11 official South African languages.
• Applying appropriate sampling methodologies for both individual and group-based structures.
• Recommending accessible, cost-effective channels suitable for customers with limited digital literacy.
• Data collection through a mix of channels, including community-based models like Stokvels.

Technical Requirements

The technical specifications include:

• Design and delivery of CX survey instruments for both individual and group customers.
• Measurement of NPS, CSAT, CES, and identification of experience drivers.
• Support for transactional, relationship, and ad hoc surveys.
• Surveys must be available in all official languages.
• Use of sampling methodologies appropriate to target populations.
• Provision of accessible channels for data collection.
• Delivery of comprehensive analysis, reporting, and insights, including dashboards and closed-loop feedback management.

Skills Requirements

The successful bidder must demonstrate:

• Minimum of 5 years’ experience in CX research and analytics.
• Capability to provide at least 2 detailed case studies showcasing CX survey design, methodology, and analytics.
• Evidence of analytics, reporting, and insight generation capabilities through previous work examples.
• Provision of at least three CVs of team members with relevant expertise and experience.
• Ability to deliver end-to-end CX solutions, including survey design, data collection, analysis, and reporting.