Business Finland Oy (hereinafter Business Finland or BF) is looking for framework agreement partners for mapping and measuring customer experience for a framework agreement period of four (4) years.

Business Finland regularly measures its customers' customer experience 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 cooperation with BF's other units and service areas, develops the customer experience of 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 II.1.4