Customer Experience (EX) and Employee Experience (EX) Survey Platform

The Customer Experience (CX) objective of this NRFP is to engage a qualified vendor to deliver an integrated, end-to-end customer experience measurement solution that supports ICBC’s survey and reporting needs.

For Employee Experience (EX), the purpose of this NRFP is to select an employee feedback solution that:
•  Provides a secure, enterprise Employee Experience (EX) survey platform that enables ICBC to continue all current survey capabilities and modernize where beneficial (e.g., improved automation, analytics, and reporting).
•  Support ICBC’s employee listening program by enabling:
    - Employee engagement survey (census and pulses)
    - Diversity, equity, inclusion and belong measurement and reporting (including intersectional analysis)
    - Lifecycle surveys (applicant/candidate, onboarding, stay, exit); and
    - Ad hoc and targeted employee research surveys
•  Provide configurable dashboards and analytics to support insights, decision-making, and action planning across organizational levels, while protecting respondent confidentiality.
•  Provide implementation support and ongoing technical support (onboarding, training, troubleshooting, and enablement of new features) to ensure sustained adoption and value.