This year Nest is in the process of planning a major enhancement of its service platform for employers and TPA's. As from June, we will need to embark on a major programme of CX and usability research with B2B customers …
to ensure that this enhancement is optimised.
Much research has already been carried out on where the critical "pain points" are that need to be addressed, and what needs to be changed in order to properly improve the customer experience. This new programme of CX research will test service design t
hat will start in earnest in June and continue (at least)
until the end of the 26-27 financial year. As from June therefore we need to have a research supplier in place who will be able to support us in managing this programme.
The suppli