Business Finland Oy (hereinafter referred to as Business Finland or BF) is looking for framework agreement partners to map and measure customer experience for a four- (4) year framework agreement period. The purpose of this procurement is to select three (3) framework contract suppliers from whom a project worth a maximum of 60,000 € can be ordered directly. For projects worth more than 60,000 €, tenders are always requested from each selected contractor through a lightened tendering process. The selected framework agreement suppliers provide Business Finland with services related to mapping and measuring customer experience on a case-by-case basis.

Business Finland regularly measures the customer experience of its customers with quantitative and qualitative customer satisfaction surveys either at the service level and / or at the customer relationship level at different points in the customer journey. Some of BF's customer satisfaction surveys are automated, some are not or are in the automation queue. In addition, BF's Customer Experience (CX) Hub unit, in collaboration with BF's other units and service areas, develops the customer experience for BF's customers.

CX Hub, other Business Finland units and service areas on both the agency's and the limited liability company's side need external help in measuring customer experience in conducting both quantitative and qualitative customer experience surveys and surveys. In addition, consultation related to the development of the customer experience is also required.

The object of the procurement is described in more detail in Appendix 1.

See. attachment 1.