End-to-end customer experience survey services for postbank soc – individuals & stokvels (3-Month contract)

• Submission and Procurement Enquiries: [email protected].
• General Enquiries: [email protected].
• Office Address: National Postal Centre (NPC), Cnr 497 Sophie de Bruyn & Jeff Masemola Streets, Pretoria, 0002.

Note: Enquiries must be directed to the provided emails. No phone contacts are listed.

• Submit quotation via email ONLY to: [email protected] AND [email protected]. Use 'RFQ No. 06/2026' as the reference in the subject line.
• Late submissions will NOT be accepted under any circumstances.
• Complete and sign ALL Annexures (A–G) and Standard Bidding Documents (SBDs). Missing signatures or annexures will disqualify your bid.
• Failure to email to BOTH addresses or follow submission instructions will result in automatic disqualification.
• No hard copies or alternative submission methods are accepted.

Evaluation occurs in 3 phases:

Phase 1: Mandatory Requirements (Pass/Fail)

• Minimum 5 years’ experience in CX research (company profile required).
• Registration on the Central Supplier Database (CSD).
• Valid tax clearance certificate.
• POPIA compliance statement/policy.
• Submission of all required SBDs and annexures (signed).
• No late submissions.
• No conflicts of interest with Postbank or state employees (SBD 4 declaration required).

Failure to meet ANY mandatory requirement = disqualification.

Phase 2: Functionality (Minimum 70/100 to proceed)

• Technical Production Capability (50 pts): Portfolio with >2 case studies of CX design & methodology (NPS, CSAT, CES).
• Survey Design & Methodology (35 pts): 2 case studies of detailed CX survey design (NPS, CSAT, CES).
• Analytics, Reporting & Insight Capability (25 pts): >2 case studies of analytics/reporting/insights.
• Team Capacity (25 pts): 3 CVs/profiles with minimum 5 years’ experience (3 CVs = 25 pts; 2 CVs = 15 pts; ≤1 CV = 0 pts).

Phase 3: Price (80 pts) + Specific Goals (20 pts)

• Price: Lowest acceptable tender scores highest (80/20 system).
• Specific Goals (20 pts total):

• Historically Disadvantaged Individuals/Company (51%+ ownership): 8 pts.

• Women-owned (51%+ ownership): 7 pts.

• Disabled-owned (51%+ ownership): 5 pts.

Supporting documents MUST be provided for all claimed points.

Scope: End-to-end Customer Experience (CX) survey services for Individual Customers and Stokvels over 3 months.

Target Population:

• Individual (Retail) Customers.
• Stokvels (savings groups, burial societies, investment Stokvels, rotating credit associations).

Excludes corporate/commercial/institutional segments.

Survey Design & Methodology:

• Tailored surveys for Individuals AND Stokvel decision-makers/members.
• Metrics: Net Promoter Score (NPS), Customer Satisfaction (CSAT), Customer Effort Score (CES), and core experience drivers (trust, ease, fairness, reliability).
• Survey types: Transactional, relationship, and ad hoc surveys.
• Multilingual: All 11 official South African languages required.
• Sampling: Appropriate for both Individuals and group-based Stokvel structures.

Data Collection Channels:

• SMS-to-web surveys.
• Email surveys (where applicable).
• Telephonic/CATI (assisted) surveys.
• Branch-based or journey-triggered surveys (e.g., onboarding, servicing, complaints).

Channels must be accessible, cost-effective, and suitable for customers with limited digital literacy.

Analytics, Reporting & Insights:

• Quantitative analysis of NPS, CSAT, CES, and related metrics.
• Qualitative analysis of open-ended feedback.
• Identification of key experience drivers for Individuals and Stokvels.
• Trend and comparative analysis (Individuals vs. Stokvels).
• Action-oriented insight summaries with recommendations.

Dashboards & Closed-Loop Feedback:

• Secure, role-based dashboards (Executive, Operations, Branch, CX).
• Real-time or near real-time reporting.
• Alerts and case management for detractor feedback.
• Support for service recovery and customer follow-up.
• Knowledge transfer and training for Postbank users.

Compliance & Data Security:

• Full compliance with POPIA.
• Secure handling of all personal and Stokvel data.
• Data residency within South Africa (preferred).
• All data, tools, and insights remain the property of Postbank.

Special Conditions:

• Must demonstrate experience in South African retail banking/financial services, including Stokvel or community-based models.
• Multilingual and culturally appropriate engagement is mandatory.
• Contract duration: 3 months; commencement within 1–2 working days of award.
• Postbank reserves the right to pilot the solution prior to full rollout.

• Submit a full, itemized cost breakdown (VAT inclusive) as a separate annexure on company letterhead.
• Breakdown must cover end-to-end provisioning of the survey and presentation of results, including:

• Survey design & setup.
• Data collection (per channel/per response).
• Translations.
• Dashboards and reporting.
• Analytics & insight reporting.
• Closed-loop feedback management.

• All prices must be VAT inclusive (if VAT registered) and quoted in South African Rand (ZAR).
• No price changes will be accepted after the official Purchase Order (PO)/Award Letter is issued.
• Pricing must be error-free; the service will be executed at the quoted price.

Mandatory Compliance:

• Registration on the Central Supplier Database (CSD) with a valid CSD Unique Supplier Registration Number.
• Valid tax clearance certificate and company registration documents (CIPC).
• POPIA compliance: Statement/policy must be submitted.
• Minimum 5 years’ experience in CX research (company profile required).
• Three signed reference letters (on client letterheads) for CX/NPS projects completed in the last 5 years. Each letter must include:

• Company name and contact details.

• Description of services rendered.

• Project duration.

• Team capacity: Submit CVs/profiles for at least 3 team members with minimum 5 years’ experience.
• Complete and sign all Standard Bidding Documents (SBDs) and Annexures (A–G).
• No conflicts of interest (SBD 4 disclosure form required).

Preference Points (Specific Goals - 20 pts total):

• Historically Disadvantaged Individuals/Company (51%+ ownership): 8 pts.
• Women-owned (51%+ ownership): 7 pts.
• Disabled-owned (51%+ ownership): 5 pts.

Supporting documents (e.g., shareholder certificates, B-BBEE certificates) are mandatory for all claimed points.