CancelledServicesEuropeanOpen
Continuous Customer Satisfaction Survey (CKTO)
Sociale Verzekeringsbank · Open · 1 lots · 366879
6
6 of 6 core insights found
Measures presence, not accuracy · documents remain authoritative
ScopeAdvicePoints of attentionSuitability requirementsAward criteriaTimeline
Type
Services
79342311
Estimated value
€ 600K
estimated
To deadline
-449d
Mar 24, 2025 · 10:00
Knock-outs
0
exclusion grounds
Award basis
Best price-quality ratio
2 criteria
Assess manuallyconfidence high
The Sociale Verzekeringsbank is looking for a contractor for the continuous execution of customer satisfaction surveys via telephone and WhatsApp. The assignment is carried out via a framework agreement in which the best price-quality ratio is central.
Services · Open · European procedure
European
CharacteristicsCPV 79ServicesEU tender
01What is being requested
Conducting the ongoing customer satisfaction survey (CKTO) for the SVB via telephone and WhatsApp. The assignment includes programming questionnaires, sending SMS invitations, and making research data accessible in an online database.
This concerns a re-tender of the previously published tender on TenderNed with reference TN496186. The reason for the restart is a change in the suitability requirements. The SVB aims with this tender to enter into a framework agreement with one contractor for conducting the Continuous Customer Satisfaction Survey among citizens who have sought contact with the SVB via telephone and WhatsApp.
1No use of lot division—
02Strategic insight
Strategic insight · AI analysis
Focus on a strong price-quality ratio by properly integrating the technical aspects of data processing. Ensure a robust solution for the management of the online questionnaires and the database. Take into account the international aspects such as the required languages for Belgian and German respondents.
03Points of attention
Important · 4
The ISO-20252 suitability requirement has been removed.Important
The assignment includes both telephony and WhatsApp contacts.Important
There are optional services for future customer contact channels such as chat and video calling.Important
The contractor is responsible for the management and support of the solution.Important
04Can I take part?
Technical — Comply with the stated suitability requirements as described in paragraph 5.4.
Financial — Comply with the financial and economic standing requirements.
05Exclusion grounds
Exclusion grounds — consult the ESPD
- No specific exclusion grounds were extracted. In a European tender, the mandatory and discretionary grounds of art. 2.86/2.87 of the Dutch Procurement Act almost always apply — check the European Single Procurement Document (ESPD).
06Award criteria
sub-award criteria qualityweight n/a
Assessment of the qualitative aspects of the bid.
Best price-quality ratio (Best PKV)weight n/a
The award takes place on the basis of the best price-quality ratio.
07Value in context
€600,000
08Likely competitors
#Likely bidderFitWins
1Maandag Interim Professionals B.V.SME92387×
2Daan B.V.SME92154×
3Unique Nederland B.V.SME92103×
4I&O Research B.V.SME9227×
5Tempo-Team Uitzenden B.V.SME9174×
6Samenvijf B.V.SME9174×
09Tender documents
TN510422 - EF29 Aankondiging gegunde opdracht - algemene richtlijn, standaardregeling 20250224094638pdfFeb 24, 2025 · 9 KB
TN510422 - EF16 Aankondiging van een opdracht - algemene richtlijn, standaardregeling 20250210141217pdfFeb 11, 2025 · 10 KB
Bijlage M - Vragenlijst CKTO telefonie DSVpdfFeb 11, 2025 · 374 KB
Bijlage D UEApdfFeb 11, 2025 · 1573 KB
Bijlage L - Vragenlijst CKTO telefonie PGBpdfFeb 11, 2025 · 313 KB
Bijlage I Concept WachtkamerovereenkomstpdfFeb 11, 2025 · 175 KB
Bijlage K Handleiding social returnpdfFeb 11, 2025 · 325 KB
Bijlage J Algemene Inkoopvoorwaarden voor niet-ICT gerelateerde prestaties versie 10 juni 2024pdfFeb 11, 2025 · 345 KB
Bijlage B ReferentieformulierdocxFeb 11, 2025 · 40 KB
Bijlage N - Vragenlijst CKTO WhatsApppdfFeb 11, 2025 · 32 KB
Bijlage A Programma van eisenpdfFeb 11, 2025 · 196 KB
Bijlage H Service Level Agreement (SLA) - versie 0.9pdfFeb 11, 2025 · 238 KB
10Legal themes that may be relevant here
Advies 300> Openbare Europese aanbesteding voor beheer en onderhoud van applicaties en aanverwante ICT-diensten. De zittende leverancier heeComplaint upheldAdvies 611> Een Europese openbare aanbestedingsprocedure voor de renovatie van een rioolwaterzuiveringsinstallatie is beëindigd en aanbestedAdvies 440> Meervoudig onderhandse aanbestedingsprocedure voor een (concessie)opdracht voor diensten voor het beschikbaar stellen, plaatsen,Advies 457> Europese openbare procedure voor een raamovereenkomst met één ondernemer voor onderhoud van elementverhardingen. Van toepassing Complaint dismissedAdvies 221> In geschil is het perceel sanitaire voorzieningen van een aanbesteding van een schoonmaakcontract. De inschrijvers wordt gevraag
11Frequently asked questions
What is the objective of this tender?
The SVB wants to enter into a framework agreement with one contractor for conducting the Continuous Customer Satisfaction Survey (CKTO). This survey focuses on citizens who have sought contact with the SVB via telephone and WhatsApp.
Why has this tender been re-issued?
This concerns a re-tender of the previous tender on TenderNed with reference TN496186. The reason for the restart is a change in the suitability requirements.
Which contact channels does the customer satisfaction survey focus on?
The survey is conducted among citizens who have sought contact with the SVB via telephone contacts and WhatsApp.
Automatically compiled from the official tender data and documents.
12Estimated value versus the market
p25
€ 200K
€ 200K
median
€ 640K
€ 640K
p75
€ 3,0 mln
€ 3,0 mln
€ 600K
Gegunde waarden in CPV 79 · diensten n=4949