Request for Proposal (RFP): Voice of the Customer (VoC) Platform

1. Introduction & Project Overview

[Company Name] is seeking proposals from qualified vendors to provide a comprehensive Voice of the Customer (VoC) platform. Our goal is to consolidate customer feedback across multiple touchpoints into a single source of truth to drive actionable insights and improve customer retention.

• RFP Release Date: [Date]
• Submission Deadline: [Date]
• Selection Announcement: [Date]

2. Company Background & Scope

[Company Name] operates in the [Industry] sector, serving approximately [Number] customers annually.

We currently collect feedback through [List current methods, e.g., manual surveys, email, support tickets]. We are looking to scale our efforts to include:

• Primary Channels: [e.g., Email, SMS, Web Intercept, In-App, Social Media]
• Estimated Survey Volume: [e.g., 50,000 responses per year]
• User Seats: [Number of employees who will need dashboard access]

3. Technical & Functional Requirements

Please respond to each requirement by indicating if the feature is Standard (S), Custom (C), or Not Available (N).

A. Data Collection & Multi-Channel Support

• Ability to trigger surveys based on specific events (e.g., post-purchase, ticket closure).
• Support for multiple survey methodologies (NPS, CSAT, CES, and custom Likert scales).
• Responsive design for mobile, tablet, and desktop browser experiences.
• Offline survey collection capabilities.

B. Analytics & AI Engine

• Sentiment Analysis: Automated categorization of open-ended text into positive, neutral, and negative sentiment.
• Theme Detection: AI-driven grouping of feedback into recurring topics or "pain points."
• Predictive Modeling: Ability to predict churn risk based on historical feedback patterns.

C. Closing the Loop & Workflow

• Real-time automated alerts for low scores or specific keywords.
• Built-in case management system to track and resolve customer issues.
• Integration with [CRM Name, e.g., Salesforce] and [Helpdesk Name, e.g., Zendesk].

D. Reporting & Dashboards

• Role-based dashboards (Executive, Managerial, and Front-line).
• Executive-level reporting with automated PDF/Email delivery.
• Advanced filtering (by region, product line, or customer segment).

4. Implementation & Support

1. Onboarding: Provide a detailed implementation roadmap, including average time-to-value.
2. Training: Describe your training resources (e.g., live sessions, knowledge base, certification).
3. Account Management: Will we have a dedicated Customer Success Manager (CSM)?
4. Uptime: What is your guaranteed SLA for platform uptime?

5. Security & Compliance

• Is the platform GDPR, CCPA, and SOC2 Type II compliant?
• Describe your data encryption methods (at rest and in transit).
• Does the platform support Single Sign-On (SSO)?

6. Pricing Proposal

Please provide a transparent pricing model for a 3-year term.

Cost CategoryYear 1Year 2Year 3Platform Licensing$$$Implementation & Setup$$$Support & Training$$$Total Annual Cost$$$

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7. Submission Guidelines

Please include the following in your response:

1. Executive Summary: A brief overview of your company and why you are the best fit.
2. Case Study: One example of a similar implementation in our industry.
3. Technical Specs: Documentation regarding API and integration capabilities.
4. Contact Information: Name, title, and email of the primary point of contact.

Submit all proposals to [Email Address] by [Time/Date].

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