Customer Satisfaction Survey.pdf

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Attached to
JANITORIAL SERVICE AT MORRISTOWN ATCT, MIDDLETON ATCT & LANCASTER ATCT
Solicitation number
697DCK-26-R-00320
Issued by

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This is a Customer Satisfaction Survey (CSS) form for FAA solicitation number 697DCK-26-00144. The survey is designed to collect past performance feedback from companies that have previously contracted with the Federal Aviation Administration, to be submitted by customers of bidding contractors rather than by the contractors themselves.

The survey requires completion by a third-party customer and captures five key data points: company submitting proposal, company completing the survey, person completing the survey, past performance contract number referenced, types of services provided, and annual contract cost. Respondents rate contractor performance across four dimensions using a five-point scale (Excellent=5, Very Good=4, Good=3, Needs Improvement=2, Unacceptable=1): timeliness of service completion; responsiveness to needs, requests, or complaints; problem-solving capabilities and follow-up of operations management; and overall service performance satisfaction. Each rating category includes space for comments. The completed survey must be submitted directly to the FAA Contract Specialist at jennifer.walker-gomez@faa.gov. Critical submission instructions specify that surveys must be submitted by the company providing the ratings, not by the bidding contractor, and any surveys received directly from the company bidding on the solicitation will not be accepted.

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Customer Satisfaction Survey (CSS) Solicitation Number: 697DCK- 6-00144

Company Submitting Proposal: __________________________________________________________________________________

Name of Company Completing Survey: ___________________________________________________________________________

Name of Person Completing Survey: _____________________________________________________________________________

Past Performance Contract # Referenced for Survey: _________________________________________________________________

Types of Services Provided under Contract: ________________________________________________________________________

Annual Cost of Contract: _______________________________________________________________________________________

I hereby submit the following ratings on behalf of the company named above as they submit a proposal in accordance with the Federal Aviation Administration solicitation listed above.

Signature of Person Completing Survey: _________________________________________ Date: __________________________

Are all services (weekly, bi-weekly, monthly, quarterly, and annually) completed in a timely manner?

_____Excellent (5) _____Very Good (4) _____Good (3) _____Needs Improvement (2) _____Unacceptable (1)

Comments: __________________________________________________________________________________________________

How quickly does this Contractor respond to your needs, requests, or complaints?

_____Excellent (5) _____Very Good (4) _____Good (3) _____Needs Improvement (2) _____Unacceptable (1)

Comments: __________________________________________________________________________________________________

How would you rate the problem-solving capabilities and follow-up of this Contractor’s Operations Management?

_____Excellent (5) _____Very Good (4) _____Good (3) _____Needs Improvement (2) _____Unacceptable (1)

Comments: __________________________________________________________________________________________________

Please rate your current level of satisfaction with the overall service performance provided by this Contractor.

_____Excellent (5) _____Very Good (4) _____Good (3) _____Needs Improvement (2) _____Unacceptable (1)

Comments: __________________________________________________________________________________________________

Thank you for completing this survey.

Please email the survey to the FAA Contract Specialist at jennifer @faa.gov.

The Company providing the ratings must submit this survey directly to FAA Acquisitions.

Any survey received directly from the Company bidding on the solicitation referenced will not be accepted.

Pleaase email the survey to the FAA Contract Specialist at jennifer @faa

File details come from the government source that posted it. Updated .