Expression of Interest For Conducting Customer Satisfaction Survey

Expression of Interest for Conducting Customer Satisfaction Survey Objective of the Assignment Generating actionable insights that will inform strategic improvements in customer experience, service quality, and product delivery. Scope of Work The assignment will include: Preparation of an Inception Report outlining methodology, sampling, and tools. Periodic progress updates during survey execution. Submission of a Final Report by 31st December 2025, detailing customer satisfaction metrics (NPS, CSAT, CES, CLV), mystery shopping findings, customer interviews, competitive benchmarking, and actionable recommendations with an implementation plan. Eligibility and Qualifications Interested firms must demonstrate: Minimum two (2) years of experience in customer or market research. Preferably, experience within the financial sector. Proven expertise in Customer Experience (CX) frameworks. Submission Guidelines Eligible firms should submit an Expression of Interest (EOI) Letter including: Company name, address, and contact details. Brief company profile and relevant experience. List of similar assignments with references. Availability of qualified staff and tools. Confirmation of eligibility to participate in public tenders in Rwanda. All submissions must be made exclusively via: [email protected] no later than 20th October 2025 at 4:00 PM (local time). Requests for clarification must be submitted via the same email by 17th October 2025 at 4:00 PM. Tender Link : https://jobs.newtimes.co.rw/