France – Business services: law, marketing, consulting, recruitment, printing and security – Marché de prestations de service pour le dispositif Voix du client : réalisation de baromètres de satisfaction, d’enquêtes contacts et services et avis certifiés

The subject of the present contract is the implementation, operation and evolution of a comprehensive customer listening system for ÉS, covering both surveys and customer satisfaction barometers, complemented by a "hot" survey sending platform and a certified customer review platform. The expected services aim to measure customer satisfaction, perception and experience across all relevant publics: individual customers, professionals, businesses, local authorities, major accounts and collective housing. The system also includes the production of a thematic barometer such as image and notoriety. The contractor will be responsible for the administration of questionnaires, the management of contact files provided by ÉS, the collection of feedback (telephone for barometers, online surveys for hot surveys), and the production of associated deliverables: individual result files, detailed reports including statistical analyses, comparisons by sub-segments, mapping of priority actions, as well as any additional processing requested. The contract also includes the provision of an online consultation platform allowing real-time access to results, analyses, segmentation filters, exports and verbatims, and the implementation of a certified review platform guaranteeing the authenticity, moderation and transparent publication of reviews. 3 lots are planned: LOT 1: Customer satisfaction barometers and telephone surveys LOT 2: Hot survey platform LOT 3: Certified review platform Electricité de Strasbourg SA issues this contract notice in its own name and on behalf of its subsidiaries (STRASBOURG ÉLECTRICITE RESEAUX, ES ENERGIES STRASBOURG, PRESTELEC, FIPARES, ES PER GEOTHERMIE, GEIE EXPLOITATION MINIERE DE LA CHALEUR (GEIE EMC), ES ILLKIRCH GEOTHERMIE, ES GEOTHERMIE, ES BIOMASSE, ECOGI, SOFIDAL, SCI E.V.M, ES DEVELOPPEMENT DURABLE, ES WISSEMBOURG GEOTHERMIE, BET HUGUET, USINES MUNICIPALES D’ERSTEIN, ERSTEIN ELECTRICITE RESEAUX, HUNELEC, HUNINGUE ENERGIES RESEAUX, GRD TROIS FRONTIERES, GRD PLEUDIHEN, REGIONGAZ).