Customer satisfaction survey (Норвегия - Тендер #47724734)

1. Section I
   1. Name and addresses
      AVINOR AS
      Dronning Eufemias gate 6
      Oslo
      0191
      Norway
      E-mail: anna.filippa.angell@avinor.no
      
   2. Type of the contracting authority:
      
   3. Main activity:
      
2. Section II
   1. Scope of the procurement:
      1. Title:
         

         Avinor AS - K-191449 - System for measuring customer satisfaction and training employees

         Reference number: 23/30154
         
      2. Main CPV code:
         79342311, 48000000, 48330000, 48400000, 48800000, 72212330, 72222300, 72230000, 72421000, 79342310, 79342311, 79340000, 79342300, 79342311, 79342320, 80000000, 98300000
         
      3. Type of contract:
         Services
         
      4. Short description:
         

         Avinor"s commercial activities mainly consist of turnover based rental of areas to tenderers of goods and services for passengers at the group"s 43 airports. Avinor is one of the country"s largest property actors and it renews its obligation to tenants to be a value-increasing partner.

         As a proactive and value-increasing owner, Avinor offers its tenants at the largest airports a joint and standardised measurement of customer satisfaction and drivers of satisfaction per sales place, as well as regular service training for their employees.

      5. Information about lots:
         This contract is divided into lots: yes
      6. Total value of the procurement:
         Value
   2. Description
      1. Title:
         

         System for measuring customer satisfaction

      2. Additional CPV code(s):
         48000000, 48330000, 48400000, 48800000, 72212330, 72222300, 72230000, 72421000, 79342310, 79342311
         
      3. Place of performance:
         Main site or place of performance:

         All of Avinor"s airports.

      4. Description of the procurement:
         

         The objective of the framework agreement is to:

         Stimulate better customer experiences and conversion

         Increase participation for this amongst the tenants" management and employees

         Build common feeling and pride per airport

         Support Avinor"s position as a value-increasing partner for its tenants.

         Lot 1

         Measurement of customer satisfaction is wanted to be procured as a service (SaaS) for all the concepts at our nine largest airports: Oslo, Bergen, Stavanger, Trondheim, Kristiansand, Ålesund, Tromsø, Harstad/Narvik, og Bodø. The sales places are mainly within the categories taxfree, kiosk, shops, catering, and parking, but other categories such as well-being, health, etc., are also included in the contract.

         A more detailed description follows from SSA-L Annexes.

      5. Award criteria:
         
      6. Information about options:
         Options: no
      7. Information about European Union funds:
         The procurement is related to a project and/or programme financed by European Union funds: no
      8. Additional information:
         

         The best relationship between price and quality as stated in the tender documentation.

      9. Title:
         

         Employee training as an extension of the customer satisfaction measurement

      10. Additional CPV code(s):
          79340000, 79342300, 79342311, 79342320, 80000000, 98300000
          
      11. Place of performance:
          Main site or place of performance:

          Avinor envisages 3-4 gatherings at the four largest airports (OSL, BGO, SVG, TRD), and 2-3 gatherings at the DRL airports (AES, BOO, EVE, KRS, TOS).

      12. Description of the procurement:
          

          The objective of the framework agreement is to:

          Stimulate better customer experiences and conversion

          Increase participation for this amongst the tenants" management and employees

          Build common feeling and pride per airport

          Support Avinor"s position as a value-increasing partner for its tenants.

          Lot 2

          Avinor would like to hold training/gatherings for employees at our suppliers as an extension of the customer satisfaction measurements. The gatherings will be held for the 9 participating airports.

          Avinor envisages 3-4 gatherings at the four largest airports (OSL, BGO, SVG, TRD), and 2-3 gatherings at the DRL airports (AES, BOO, EVE, KRS, TOS). These can be a combination of physical and digital gatherings, according to what is preferable for the theme, etc.

          See Annex SSA-O for further details on the procurement.

      13. Award criteria:
          
      14. Information about options:
          Options: no
      15. Information about European Union funds:
          The procurement is related to a project and/or programme financed by European Union funds: no
      16. Additional information:
          

          The best relationship between price and quality as stated in the tender documentation.

3. Section IV
4. Description:
   1. Type of procedure:
      
   2. Information about a framework agreement or a dynamic purchasing system:
      
   3. Information about electronic auction:
      
   4. Information about the Government Procurement Agreement (GPA):
      The procurement is covered by the Government Procurement Agreement: yes
5. Administrative information:
   1. Previous publication concerning this procedure:
      Notice number in the OJ S: 2023/S 110-344832
      
   2. Information about termination of dynamic purchasing system:
      
   3. Information about termination of call for competition in the form of a prior information notice:
      

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