2024-CA-44 Customer Service Satisfaction Survey

Background
The Clayton County Water Authority (CCWA), established in 1955, provides water, sewer, and storm-water services to over 87,000 customers.

With a commitment to enhancing customer service, CCWA has invested significantly in developing a sustainable utility infrastructure.

The goal of this Request for Proposal (RFP) is to engage a reliable vendor to conduct a baseline Customer Satisfaction Survey to measure customer attitudes and perceptions, ultimately aiming to improve service quality.

Work Details
The selected vendor will conduct a comprehensive Customer Satisfaction Survey that includes:
- Measuring customer satisfaction levels regarding water quality, billing processes, communication with CCWA, and various programs offered.
- Developing survey content in collaboration with CCWA staff.
- Utilizing multiple methods for data collection including telephone, mail, and web surveys to achieve at least a 60% response rate.
- Documenting attempts to contact customers and maintaining confidentiality of customer records.
- Reporting findings with an executive summary and detailed results along with recommendations for service improvements.
- The survey should assess characteristics such as courtesy, professionalism, water quality, cost of services, knowledge of services, convenience of payment options, and overall satisfaction.

Period of Performance
The baseline survey must be completed by Spring 2025. The planned start date for the project is April 1, 2025.

Place of Performance
The contract will be performed at locations relevant to the Clayton County Water Authority's service area in Morrow, Georgia.