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UX Consultancy Guide for Clients

CX request for proposal (RFP) guide (w/Template!)

Customer Experience
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Mario Stipetic

CX lead

UX Consultancy Guide for Clients

Introduction

Writing an excellent request for proposal (RFP) document template for customer experience can be a demanding process. Making the right choice to hire a quality CX consultancy drastically increases the chances of the project's success. Every project is different, but some general rules can apply to any project RFP.

Request for proposal is often also called as call for proposals, solicitation, invitation to tender, call for tender, invitation to bid, competitive bidding, call for bids etc.

We presented the most common customer experience RFP rules as we see them from our CX consultancy experience. We regularly receive RFPs for CX services, and we can tell you there is a considerable difference between them. Some of them stand out in the sense of provided data and precisely defined project characteristics needed for the successful project.

The downloadable template can also be used as a customer experience brief template with minor modifications.

Our agency is also offering CX service so please contact us.

Download template

Please download the CX proposal template here: CX RFP template download page. The customer experience proposal example is in .doc format and is easy to edit. You can also use this template as a project proposal sample CX brief template.

Our agency is also offering CX service so please contact us.

Is RFP always needed?

For the best results, RFP will be needed in most cases because it allows the most detailed comparison of the competing CX consultancies. You can also select a consultancy based on their website presentation or by word of mouth, but we recommend that you implement at least essential elements mentioned in this article.

List of standard CX services

source: Nielsen Norman Group
  • Journey audit (also called journey review/journey assets/journey analytics)
  • Quality Customer Interviews
  • Online Surveys
  • Customer Journey mapping
  • Persona design
  • Benchmark /competitive reports
  • Customer journey testing
  • CX metrics system implementation
  • Journey touchpoint tracking
  • Omnichannel tracking
  • Qualitative measurements
  • UX design
  • UI design
  • Journey design
  • CX Strategy consulting
  • Coaching
  • CX research

Our agency is also offering CX service so please contact us.

General remarks about a good customer experience proposal (CX RFP)

There are some points that every client should have in mind:

  • Limit sending CX RFP to three consultancies – It is always good to have various options and opinions but narrowing down will help you focus
  • Clear goals – Purpose of the service and target customers of the product should be specified.
  • List expected challenges and limitations – You can note is you think some service parts will be challenging.
  • Do you have the timeline= – With timeline, the consultancy will know how to organize their internal resources better
  • Honesty – You can be honest and tell all aspects clearly before the project start.
  • Personality – RFP should consistently represent the client's personality. This way agency gets the impression about the client and their possible future relationship
  • CX is all about the journey – Your relationship with the customer is always a journey and not limited to a few touchpoints. You and the consultancy should understand the bigger picture.
  •  Organize the intro workshop – Workshop helps the consultancy follow your internal organizational challenges and provide a better understanding of your upcoming project details.

RFP budget example

The CX services budget is always a relative term depending on the level of details, time investment, and agency expertise.

An analogy can be made with car prices; for example, many hours are invested in top quality luxury cars and a smaller number of hours for average or low-quality cars.
The same applies to customer experience; if the CX team invests a lot of hours and tries several solutions for each challenge, the results will be superior.

You need to find the right balance of invested hours and CX quality.

The CX price also depends on the country from which the CX agency is working.

Average USA and UK prices per hour of a CX senior consultant is 100- 200 USD. It takes around one month of full-time work to create an ordinary or high-quality CX solution.

Price calculation: 8 hours *$100 *22 days equals $17,600.

If two consultants worked on the project, the price would double.

If you choose to work with an agency based in eastern Europe or another country with lower living expenses, you can expect an hourly price for a senior CX consultant to be around USD 50.


Characteristics of a good RFP

Good RFP should include:

1. Project outline

2. Basic client information

3. Main problems

4. Main goals

5. The extent of the project

6. The exact areas of work

7. Timeline

8. Functional prerequisites

9. Budget

10. Vendor selection criteria


1. Project outline

It is an excellent way to start with an overview. It should have the necessary information about the client, including problems, goals, and the reason for sending an RFP. For example, an outdated design that prevents customers from purchasing products.

2. Basic client information

This information should include brief details on the current client's business and the client's history. Basic client information usually consists of the client's business branch, everyday users, products, or services.

3. Main problems

Problems should be specified. Both perspectives, the client's and the customers', are included. For example, a lack of channel support that prevents customers from purchasing products from, for example, their mobile devices.

4. Main goals

The main goals are the essence of RFP. They must be specified from the very start to obtain results. For example, an improved customer experience segment will bring more customers to the website and encourage them to purchase products.

5. The scope of the project 

It defines the area of the whole planned project. It is good to have it set in this stage to help the agency avoid unnecessary tasks. For example, the NPS metric implementation across an important journey.

6. Specify the technical details

You may not have all the technical knowledge to specify every aspect of the project, but it is useful to define the areas of work as precisely as possible.

7. Timeline

Timeline specifies essential dates in the progress of the product. It is, of course, the date when the project must be finished and the project's milestones. For example, the first part of the research must be completed by May 31, and the final findings list and solutions by July 1.

8. Budget

Every serious RFP should include a budget. The price range allows the agency to assess the assignment realistically, which results in the proper solutions. It also saves the client's time and effort on agencies beyond his budget. For example, the budget for the client's new customer service feature is between $50,000 - $60,000, but it should also include update fees, such as continuous monitoring of customers.

9. Vendor selection criteria

It is crucial to include vendor selection criteria because it gives the agency a clear vision of the expected expertise. For example, an essential norm can be the agency's experience in a particular niche.


Download template

Please download the design RFP template here: CX request for proposal template download page. The CX proposal example is in doc format and is easy to edit. You can also use this template as a CX project proposal sample.


Conclusion

A high request for proposal (RFP) is the result of the meticulous preparation. Quality RFP will make your consultancy choosing easier in the long run.

Our agency is also offering CX service so please contact us.

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What will be the most important 2020 fashion eCommerce trend based on your professional experience?

Note: we will publish selected answers and get back to you by email
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We will notify you by email when we will publish the results.
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