Great Blue Customer Service Satisfaction Survey

Scope of Work:
The contractor is requested to conduct a comprehensive market research study to measure the opinions of the Client's residential and commercial & industrial customers on a variety of topics. The work to be completed includes:

• Administering 200 telephone surveys and at least 200 digital surveys among Residential customers, utilizing an approved survey instrument. The vendor is not to limit the number of digital surveys completed within a pre-determined timeframe as agreed by both parties.
• Administering 50 telephone surveys and 50 digital surveys among Commercial & Industrial customers, also using the approved survey instrument. There is no limit on the number of digital surveys completed within the agreed timeframe.
• Updating and refining the 2025 survey instrument, ensuring it contains no more than 45 questions, including sub-questions and demographic items.
• Providing project management services, which include:
• Organizing and leading a project initiation meeting to ensure alignment and agreement on the timeline and deliverable schedule.
• Translating the final, approved survey instrument into Spanish and translating all applicable Spanish survey responses back to English.
• Designing a sample management plan.
• Coding and conducting quality assurance testing prior to full-scale survey fielding.
• Training researchers effectively on the survey instrument.
• Performing data tabulation, editing, coding, logic validation, and data analysis.
• Delivering a written summary of findings and a formal presentation of results.

Requesting Organization:
This solicitation is issued by the Client for the Great Blue Customer Service Satisfaction Survey.

Background:
This contract supports the Client's ongoing efforts to assess and improve customer satisfaction among its residential and commercial & industrial customer base.

Contract Requirements:
The contractor must:

• Utilize the approved survey instrument for all data collection.
• Ensure the survey instrument is updated for 2025 and does not exceed 45 questions, including sub-questions and demographic items.
• Provide all project management services as outlined, including translation, training, quality assurance, and data analysis.
• Submit a comprehensive written summary and deliver a presentation of the research findings.

Submission Instructions:
Reference Opportunity ID: SS 26-018-JG when submitting your response. Please ensure all deliverables and requirements as described are addressed in your submission.