PSS - CFI Group Usa, L.L.C. - GS10F0040K

CFI Group USA, LLC 625 Avis Drive, Ann Arbor, MI 48108

TABLE OF CONTENTS

Scope of Work:

The GSA has been employing firms to enable government agencies to improve performance, quality, timeliness, and efficiency throughout their organizations through improved customer and employee satisfaction. CFI Group is pleased to announce that we have been selected as a qualified vendor to perform these services, which will facilitate agencies’ response to dynamic, evolutionary influences and mandates and will enable them to continuously improve mission performance.

Listed on the following pages is information on how CFI Group can assist your agency with improving customer and employee satisfaction, and optimizing agency performance, ultimately restoring the public’s confidence in their government.

CUSTOMER INFORMATION

1. Awarded Special Item Numbers (SIN’s):

874 1 Integrated Consulting Services

* 874-1RC Integrated Consulting Services Recovery Item 100-03 Ancillary Services 00CORP-500 Order-Level Materials 100-03RC Ancillary Services Recovery Item

00CORP-500RC Order-Level Materials Recovery Item

2. Maximum order limitation:

$1,000 000.00

3. Minimum order:

$100.00

4. Geographic coverage (delivery area):

Domestic and overseas delivery

5. Point(s) of production:

CFI Group USA, LLC 625 Avis Drive

Ann Arbor, MI 48108

6. Discount from list prices or statement of net price:

Prices published herein are net

7. Quantity discounts:

N/A

8. Prompt payment terms:

30 days net terms

9. Government Purchase Cards

a) Contractors are required to accept credit cards for payments equal to or less than the micro-purchase threshold.

b) Credit cards will not be accepted for payment above the micro-purchase threshold.

10. Foreign items:

N/A

11. a) Time of delivery:

Negotiated with ordering agency

b) Expedited delivery:

Negotiated with ordering agency

c) Urgent requirements:

Negotiated with ordering agency

12. F.O.B. Point:

Destination

13. Ordering address:

Same as Contractor

14. Payment address:

Same as Contractor

15. Warranty provision:

Commercial standard warranty

16. Statement concerning availability of export packing: N/A

17. Terms and conditions of Government purchase card acceptance above the micro-purchase threshold: N/A

18. Terms and conditions of rental, maintenance, and repair: N/A

19. Terms and conditions of installation: N/A

20. Terms and conditions of repair parts indicating date of parts, price lists and any discounts from list prices: N/A

21. Service and distribution points: N/A

22. Participating dealers: N/A

23. Preventative maintenance: N/A

24. Year 2000 compliant:

All CFI Group systems and systems software are Y2K compliant

25. Environmental attributes:

N/A

26. Data Universal Number System:

DUNS number 92-760-5071

ABOUT CFI GROUP

Founded by Dr. Claes Fornell, CFI Group is an international consulting firm that pioneers the creative development and application of scientific measurement technologies to drive critical investment decisions for improved business performance. We have developed a sophisticated scientific and robust methodology to measure the impact of strategic investment decisions on customer satisfaction and in turn, to accurately predict changes in satisfaction and the organizational performance of our clients.

In support of President Clinton’s Executive Order 12862, Setting Customer Service Standards, CFI’s work for the Federal Government will involve the employment of our proven methodologies to assist various Government agencies in improving customer satisfaction and consequently their performance. CFI’s work will include extending the existing American Customer Satisfaction Index (ACSI) methodology for measuring customer satisfaction, and apply it to the stakeholders of the Federal Government agencies and/or departments including any number of customer/citizen constituencies.

The benefit to the agencies would be the same as for the ACSI as follows:

· Reliance on the only national uniform and scientifically established measure of customer satisfaction

· Confidence in having the most accurate and researched index of customer satisfaction available

· Capability to benchmark against other agencies as well as the private sector

· Statistically valid specific actionable steps to take to optimize customer service and satisfaction including linkage to better agency performance

Plus

In addition to those benefits applicable to the ACSI:

· Increased ability for taking concrete action to improve customer satisfaction by:

1. Incorporating additional customer segments

2. Measuring customer reaction to agency activities (programs) in more detail

3. Measuring additional (more than 3) agency activities (programs)

THE ACSI AND CFI GROUP

CFI Group developed and maintains the ownership of the ACSI software.

The ACSI is a national economic indicator of the quality of goods and services in the U.S. marketplace. It uses survey and modeling technology that relates customer satisfaction to expectations, evaluations of quality, and value. The consequences of customer satisfaction are also measured. For most of the ACSI companies, these are complaints (or lack thereof) and loyalty (such as propensity to use the product or service again and price tolerance). It is important to point out that the ACSI is much more than the gathering of data on customer satisfaction. It is a comprehensive research and modeling methodology that makes raw data operationally meaningful and (to the extent possible) is purged from random and systematic errors associated with the survey method. To our knowledge, no other customer satisfaction study offers these methodological benefits.

The ACSI was established in 1994 and now includes measuring customer satisfaction for 180 private sector corporations and over 30 high impact Federal Agencies.

Employee Satisfaction Measurement, Analysis, Monitoring, and Implementation

In addition to Customer Satisfaction Measurement and Consulting, CFI Group also offers the same methodology for improving employee satisfaction. Improvements in the workplace are often one of the most important factors for increasing not only the satisfaction and motivation of employees, but also for improving customer satisfaction. This is particularly important for service organizations, such as the government, because the quality of service is dependent on the people delivering it. Thus, there is a strong case for combining customer satisfaction with employee satisfaction. For the Government, many of the drivers of customer satisfaction depend on direct or indirect interactions with federal employees. Satisfied employees are usually necessary (but not sufficient) for customer satisfaction. Developing joint programs for customer and employee satisfaction make it possible to align improvements in both. The result is better resource allocation decisions that consider the effects on customers as well as employees.

CFI Group’s employee satisfaction programs employ the same cause-and-effect methodology software as the ACSI, but the variables are different. In addition to satisfaction itself, the outcome measures often involve the degree to which the employee increases his/her customer orientation, productivity, and motivation. The input variables are also different. They typically measure aspects of (1) Job Structure (job content, roles, coworkers, job environment, resources), (2) Job Context (organizational culture, compensation, advancement, recognition, organizational direction), (3) Job Supervision (types of leadership, skills and abilities of supervisors), (4) and Person Factors (personality, work style. demographics).

CallSat by CFI Group

CallSat by CFI Group offers state-of-the-art measurement, ready-to-access results, and in-depth analysis of your metrics to help you easily track and improve government agency call center performance.

Measuring customer satisfaction is critical to any successful call center, but survey data doesn’t necessarily translate into clear action. CallSat, the call center customer satisfaction measurement solution from CFI Group, offers measurement, results and customized analysis to prove the value of the call center to your government agency.

CallSat by CFI Group gives government call centers the powerful cause-and-effect methodology of the American Customer Satisfaction Index (ACSI) to:

1. Measure and understand every element of the caller experience, pinpointing key drivers of satisfaction.

2. Easily track and report call center performance at every level.

3. Identify and prioritize actions for maximum impact on constituent loyalty.

CallSat by CFI Group features:

1. A proven measure of success – A precise understanding of how citizens feel, what they will do in the future, and a scientific way to track progress.

2. ACSI benchmarking – Utilize the nationally-recognized American Customer Satisfaction Index as the ultimate benchmark. Government agencies using CallSat will also benefit from in-depth comparisons with similar agencies who have adopted this solution.

3. On-line dashboard – Provide all levels of your agency with real-time, drill-down dashboard access to survey results and analytics – available through a secure online portal 24/7.

4. A roadmap to improve satisfaction – Receive consultations from CFI Group experts and detailed reports identifying how to efficiently improve satisfaction and trust.

CONSULTING SERVICES

SIN 874-1, SIN 874-1RC

Integrated Consulting Services

ACSI-Strategic customer satisfaction measure – phone data collection:

This service includes a customized survey for a strategic, in-depth evaluation of a program or service.

• The survey will be fully customized; to meet the needs of the agency.

• Data collection via phone interview.

• Up to 250 interviews will be conducted.

• The client must provide the customer sample with contact information to be used in the study. Additional information to be used for reporting data can be appended to the sample (such as demographic, geographic or specific program information that applies to the respondent).

• The price assumes a 70% or better incidence rate among the sample (i.e. at least 70% of the names provided must have a valid phone number and contain qualified respondents.), and a survey length of no more than 12 minutes per interview.

• CFI uses the ACSI methodology to create customer surveys. Data collected and analysis performed will identify drivers of satisfaction, measure performance of driver areas and show the impact that satisfaction has on critical behaviors such as recommending, reuse and confidence. A customer satisfaction index will be created for the agency, which will allow them to benchmark their performance against other agencies and the private sector.

• Clients will receive the following deliverables: an online reporting portal enabling users to interrogate data 24/7; a Word/PDF version of the final report with key findings, a presentation (in-person or via teleconference) of key findings accompanied by a PowerPoint presentation.

ACSI-Strategic customer satisfaction measure – digital data collection:

This service includes a customized survey for a strategic, in-depth evaluation of a program or service.

• The survey will be fully customized; to meet the needs of the agency

• Data collection electronically, e.g., through web-based surveys

• The client must provide the customer sample with contact information to be used in the study. Additional information to be used for reporting data can be appended to the sample (such as demographic, geographic or specific program information that applies to the respondent).

• CFI uses the ACSI methodology to create customer surveys. Data collected and analysis performed will identify drivers of satisfaction, measure performance of driver areas and show the impact that satisfaction has on critical behaviors such as recommending, reuse and confidence. A customer satisfaction index will be created for the agency, which will allow them to benchmark their performance against other agencies and the private sector.

• Clients will receive the following deliverables: an online reporting portal enabling users to interrogate data 24/7; a Word/PDF version of the final report with key findings, a presentation (in-person or via teleconference) of key findings accompanied by a PowerPoint presentation.

CallSat-customized customer satisfaction measure:

This service includes a customized survey for strategic, in-depth evaluation of the client’s call center, with continuous data collection and reporting.

• The survey will be customized around the core CallSat model developed by CFI Group.

Data collection will be by IVR or through web-based surveys. Client may opt for collecting survey responses through their own IVR.

• Up to 250 completed surveys will be conducted per month. The price assumes that no more than 5,000 monthly IVR calls will be made by CFI.

The client must provide the customer sample to be used in the study.

Clients will receive the following deliverables: an online reporting portal enabling users to interrogate data 24/7; quarterly teleconference of key findings accompanied by a PowerPoint presentation.

CallSat-basic customer satisfaction measure:

This service includes a standard survey for the Federal Government client to evaluate their call center.

The survey will use questions from categories which have been defined for the Government Client call center model.

Data collection will be by conducted by client through their own IVR or through web-based surveys (see below).

Clients will receive the following deliverables: an online reporting portal enabling users to interrogate data 24/7; quarterly teleconference of key findings accompanied by a PowerPoint presentation.

$29,423.40

CallSat-customer IVR data collection

CFI Group can host survey through its IVR at additional cost; up to 250 completed surveys per month, with no more than 5,000 monthly IVR calls made by CFI (5% completion rate).

The client must provide the customer sample to be used in the study.

Employee Satisfaction Index (ESI) survey:

This service includes an employee satisfaction survey for the Federal Government client for an in-depth evaluation of the agency's or department's work environment, for all and segments or groups of employees of an organization, including scores on workplace quality and information on what to improve.

• The survey will be customized, using a core survey developed by CFI Group as the foundation. The Federal Government client will be able to make changes to reflect specific initiatives or objectives it has set.

• Data will be collected electronically, through web-based surveys (respondents invited by e-mail).

• The client must provide a comprehensive sample of employees with contact information (email address) to be used in the study. Respondents can be asked to provide additional information (age, gender, position, department/unit, etc.) if they choose to do so. In the interest of confidentiality this information would be optional.

• Employee surveys offered by CFI Group also use the ACSI methodology. Data collected and analysis performed will identify drivers of satisfaction, measure performance of driver areas and show the impact that satisfaction has on critical employee behaviors. An employee satisfaction index will be created for the agency.

• Clients will receive the following deliverables for reporting: a Word/PDF version of the final report with key findings, a teleconference of key findings accompanied by a PowerPoint presentation; results will be accessible through an online reporting portal.

Full Service ACSI-Continuous customer satisfaction measure

This service includes a customized survey for strategic, in-depth evaluation of the client’s service, with continuous data collection and reporting via portal.

CFI Group offers continuous measures for customer services to measure key touchpoints and processes. The questionnaire will be customized for each client with a customer satisfaction model which explains drivers of satisfaction. Data collection can be via email, web-based surveys or via IVR. Client may opt for collecting survey responses through their own IVR.

Approximately 250-300 completed surveys will be collected per month. The price assumes that no more than 5,000 monthly IVR calls will be made by CFI should IVR be the data collection method used. The client must provide the customer sample to be used in the study. Clients will receive the following deliverables: an online reporting portal enabling users to interrogate data 24/7; quarterly teleconference of key findings accompanied by a PowerPoint presentation.

Deliverables:

Clients will receive the following deliverables for the Full Service ACSI-Continuous Measure:

Questionnaire using the ACSI methodology to measure satisfaction with the agency’s service (typically 30 - 40 questions).

An aggregate customer satisfaction model with one set of impacts will be created annually. Should additional customer satisfaction models (and sets of impacts) be needed there will be a charge per additional model.

An on-line reporting portal with 24/7 access enabling clients access to their data and customized reporting. The portal allows users to produce tables, charts and graphs of their results for segments and timeframes that are defined by the user. A review of how to use the portal will be provided.

Presentation (via teleconference) of findings accompanied by a PowerPoint slide presentation. These may be ad hoc or scheduled on a periodic basis (such as quarterly, semi-annually or annually).

Quarterly report with executive summary, key findings, detailed findings, customer satisfaction model, recommendations and verbatim comments for any open-ended questions.

ASCI benchmarks for satisfaction against peer agencies, programs and private sector will be provided where available.

Basic ACSI-Continuous customer satisfaction measure

This service includes a customized survey for strategic, in-depth evaluation of the client’s service, with continuous data collection and reporting via portal.

CFI Group offers continuous measures for customer services to measure key touchpoints and processes. The questionnaire will be customized for each client with a customer satisfaction model which explains drivers of satisfaction. Data collection can be via email, web-based surveys or via IVR. Client may opt for collecting survey responses through their own IVR.

Approximately 250-300 completed surveys will be collected per month. The price assumes that no more than 5,000 monthly IVR calls will be made by CFI should IVR be the data collection method used. The client must provide the customer sample to be used in the study. Clients will receive an online reporting portal enabling users to interrogate data 24/7.

Deliverables:

Clients will receive the following deliverables for the Basic ACSI-Continuous Measure:

Questionnaire using the ACSI methodology to measure satisfaction with the agency’s service (typically 20-30 questions).

An aggregate customer satisfaction model with one set of impacts will be created annually. Should additional customer satisfaction models (and sets of impacts) be needed there will be a charge per additional model.

An on-line reporting portal with 24/7 access enabling clients access to their data and customized reporting. The portal allows users to produce tables, charts and graphs of their results for segments and timeframes that are defined by the user.

One presentation of results and a review of how to use the portal will be provided.

ASCI benchmarks for satisfaction against peer agencies, programs and private sector will be provided where available

Full Service Survey – Web Measure

CFI Group offers a website satisfaction measure to quantify the impact of the web experience on satisfaction with the client agency’s website. The survey will be customized for the client. However, there are some standard questions that are available for the client to use that cover areas such as navigation, search, look and feel, etc. These are modeled questions, which are rated on a 1-10 scale. Impacts are derived to determine the influence drivers have on satisfaction. Categorical questions can also be included in the survey. The website measure can include questions that measure processes or touchpoints besides the website. Thus, the client can obtain a comprehensive measure of all of their services via the web-administered survey.

Survey invitations will be presented through an on-site invitation to a random sample of site visitors. An on-line reporting portal will be available to review results 24/7.

Deliverables:

Clients will receive the following deliverables for the ACSI-Strategic measures:

Questionnaire using the ACSI methodology to measure satisfaction with the on-line experience (typically 30 - 40 questions).

An aggregate customer satisfaction model with one set of impacts will be created annually. Should additional customer satisfaction models (and sets of impacts) be needed there will be a charge per additional model.

An on-line reporting portal with 24/7 access enabling clients access to their data and customized reporting. The portal allows users to produce tables, charts and graphs of their results for segments and timeframes that are defined by the user.

Presentation (via teleconference) of findings accompanied by a PowerPoint slide presentation. These may be ad hoc or scheduled on a periodic basis (such as quarterly, semi-annually or annually).

Quarterly report with executive summary, key findings, detailed findings, customer satisfaction model, recommendations and verbatim comments for any open-ended questions.

ASCI benchmarks for satisfaction against peer agencies, programs and private sector will be provided where available.

Scorecard Survey – Web Measure

The Scorecard Survey provides an economical, high-level measure of the drivers of satisfaction with a condensed survey. Instead of measuring each driver with a series of attribute questions, a single question is used to assess each driver. Drivers will likely include: Look & Feel, Navigation, Site Performance, Search and Content.

Survey invitations will be presented through an on-site invitation to a random sample of site visitors. An on-line reporting portal will be available to review results 24/7.

Deliverables:

Questionnaire using the ACSI methodology (typically 12-15 questions).

An aggregate customer satisfaction model with one set of impacts will be created per study.

On-line reporting portal enabling clients 24/7 access to their data and customized reporting. The portal allows users to produce tables, charts and graphs of their results for segments and timeframes that are defined by the user.

Usability Analysis

CFI Group will review the website against a series of best and worst practice indicators, as well as conduct a qualitative review of the site through in-depth interviews. In the qualitative phase, participants will be asked to conduct a series of searches and tasks (e.g., complete and submit a form) that are representative of real world experiences. A customized interview guide will be developed and up to 12 in-depth interviews will be conducted.

Deliverables:

An interview guide customized to the client’s website and informational needs.

In-depth Analysis

Each in-depth analysis provides an executive summary, key findings, detailed findings, customer satisfaction model, recommendations and verbatim comments for any open-ended questions. The in-depth analysis is an add-on item when the full service product is purchased. Note that custom in-depth analyses can be constructed to address specific business issues or to explore consumer segments in more detail (profiling and comparisons to other segments). Generally, these analyses are provided in PowerPoint format.

The objective of this contract is to provide additional data and analysis to the government-wide customer satisfaction measurement for all agencies and programs being done under Task Order No.: BPA T0099AC4159.

CFI Group has been awarded an Indefinite Delivery, Indefinite Quantity (IDIQ) Multiple Award Schedule contract, allowing for Firm Fixed-Price or Labor Hour Task Orders based on Firm-Fixed prices.

CFI Group has offered the government discounts ranging from 19% to 41% on all labor categories. Prices shown herein are Net (discount deducted).

The Service Contract Act (SCA) is applicable to this contract as it applies to the entire MOBIS Schedule and all services provided. While no specific labor categories have been identified as being subject to SCA due to exemptions for professional employees (FAR22.1101, 22.1102 and 29 CFR 541.300), this contract still maintains the provisions and protections for SCA eligible labor categories. If and/or when the contractor adds SCA labor categories/employees to the contract through the modification process, the contractor must inform the Contracting Officer and establish a SCA matrix identifying the GSA labor category titles, the occupational code, SCA labor category titles and the applicable wage determination number. Failure to do so may result in cancellation of the contract.

Price adjustments under the contract are in accordance with Economic Price Adjustment Clause I-FSS-969, paragraph (b) (2) using a market indicator. The market indicator utilized is the Bureau of Labor Statistics, Employment Cost Index (ECI), for Total Compensation, no seasonally adjusted, Private Industry Sector, for industry/occupation of Professional, scientific and technical services (Series ID CIU201540000000A (B,I). This market indicator is available at www.stats.bls.gov/data. Click on “Series Report” link. Type in the series number, and choose the applicable years. Scroll to bottom of page, and click on retrieve data button.

ANCILLARY SUPPLIES AND/OR SERVICES

SIN 874-5, SIN 874-5RC

Ancillary Supplies and/or Services

The objective of this contract is to provide additional data and analysis to the government-wide customer satisfaction measurement for all agencies and programs being done under Task Order No.: BPA T0099AC4159.

CFI Group has been awarded an Indefinite Delivery, Indefinite Quantity (IDIQ) Multiple Award Schedule contract, allowing for Firm Fixed-Price or Labor Hour Task Orders based on Firm-Fixed prices.

CFI Group has offered the government discounts ranging from 19% to 41% on all labor categories. Prices shown herein are Net (discount deducted).

The Service Contract Act (SCA) is applicable to this contract as it applies to the entire MOBIS Schedule and all services provided. While no specific labor categories have been identified as being subject to SCA due to exemptions for professional employees (FAR22.1101, 22.1102 and 29 CFR 541.300), this contract still maintains the provisions and protections for SCA eligible labor categories. If and/or when the contractor adds SCA labor categories/employees to the contract through the modification process, the contractor must inform the Contracting Officer and establish a SCA matrix identifying the GSA labor category titles, the occupational code, SCA labor category titles and the applicable wage determination number. Failure to do so may result in cancellation of the contract.

Price adjustments under the contract are in accordance with Economic Price Adjustment Clause I-FSS-969, paragraph (b) (2) using a market indicator. The market indicator utilized is the Bureau of Labor Statistics, Employment Cost Index (ECI), for Total Compensation, no seasonally adjusted, Private Industry Sector, for industry/occupation of Professional, scientific and technical services (Series ID CIU201540000000A (B,I). This market indicator is available at www.stats.bls.gov/data. Click on “Series Report” link. Type in the series number, and choose the applicable years. Scroll to bottom of page, and click on retrieve data button.

STATEMENT

This is to certify that the items, discounts, prices, terms and conditions in the attached price lists are identical to those accepted by the Government, and that only those products accepted by the Government are included in the price lists.

Maureen Wood Item

ACSI-Strategic customer satisfaction measure – phone data collection:

This service includes a customized survey for a strategic, in-depth evaluation of a program or service.

• The survey will be fully customized; to meet the needs of the agency.

• Data collection via phone interview.

• Up to 250 interviews will be conducted.

• The client must provide the customer sample with contact information to be used in the study. Additional information to be used for reporting data can be appended to the sample (such as demographic, geographic or specific program information that applies to the respondent).

• The price assumes a 70% or better incidence rate among the sample (i.e. at least 70% of the names provided must have a valid phone number and contain qualified respondents.), and a survey length of no more than 12 minutes per interview.

• CFI uses the ACSI methodology to create customer surveys. Data collected and analysis performed will identify drivers of satisfaction, measure performance of driver areas and show the impact that satisfaction has on critical behaviors such as recommending, reuse and confidence. A customer satisfaction index will be created for the agency, which will allow them to benchmark their performance against other agencies and the private sector.

• Clients will receive the following deliverables: an online reporting portal enabling users to interrogate data 24/7; a Word/PDF version of the final report with key findings, a presentation (in-person or via teleconference) of key findings accompanied by a PowerPoint presentation.

ACSI-Strategic customer satisfaction measure – digital data collection:

This service includes a customized survey for a strategic, in-depth evaluation of a program or service.

• The survey will be fully customized; to meet the needs of the agency

• Data collection electronically, e.g., through web-based surveys

• The client must provide the customer sample with contact information to be used in the study. Additional information to be used for reporting data can be appended to the sample (such as demographic, geographic or specific program information that applies to the respondent).

• CFI uses the ACSI methodology to create customer surveys. Data collected and analysis performed will identify drivers of satisfaction, measure performance of driver areas and show the impact that satisfaction has on critical behaviors such as recommending, reuse and confidence. A customer satisfaction index will be created for the agency, which will allow them to benchmark their performance against other agencies and the private sector.

• Clients will receive the following deliverables: an online reporting portal enabling users to interrogate data 24/7; a Word/PDF version of the final report with key findings, a presentation (in-person or via teleconference) of key findings accompanied by a PowerPoint presentation.

CallSat-customized customer satisfaction measure:

This service includes a customized survey for strategic, in-depth evaluation of the client’s call center, with continuous data collection and reporting.

• The survey will be customized around the core CallSat model developed by CFI Group.

Data collection will be by IVR or through web-based surveys. Client may opt for collecting survey responses through their own IVR.

• Up to 250 completed surveys will be conducted per month. The price assumes that no more than 5,000 monthly IVR calls will be made by CFI.

The client must provide the customer sample to be used in the study.

Clients will receive the following deliverables: an online reporting portal enabling users to interrogate data 24/7; quarterly teleconference of key findings accompanied by a PowerPoint presentation.

CallSat-basic customer satisfaction measure:

This service includes a standard survey for the Federal Government client to evaluate their call center.

The survey will use questions from categories which have been defined for the Government Client call center model.

Data collection will be by conducted by client through their own IVR or through web-based surveys (see below).

Clients will receive the following deliverables: an online reporting portal enabling users to interrogate data 24/7; quarterly teleconference of key findings accompanied by a PowerPoint presentation.

CallSat-customer IVR data collection

CFI Group can host survey through its IVR at additional cost; up to 250 completed surveys per month, with no more than 5,000 monthly IVR calls made by CFI (5% completion rate).

The client must provide the customer sample to be used in the study.

Employee Satisfaction Index (ESI) survey:

This service includes an employee satisfaction survey for the Federal Government client for an in-depth evaluation of the agency's or department's work environment, for all and segments or groups of employees of an organization, including scores on workplace quality and information on what to improve.

• The survey will be customized, using a core survey developed by CFI Group as the foundation. The Federal Government client will be able to make changes to reflect specific initiatives or objectives it has set.

• Data will be collected electronically, through web-based surveys (respondents invited by e-mail).

• The client must provide a comprehensive sample of employees with contact information (email address) to be used in the study. Respondents can be asked to provide additional information (age, gender, position, department/unit, etc.) if they choose to do so. In the interest of confidentiality this information would be optional.

• Employee surveys offered by CFI Group also use the ACSI methodology. Data collected and analysis performed will identify drivers of satisfaction, measure performance of driver areas and show the impact that satisfaction has on critical employee behaviors. An employee satisfaction index will be created for the agency.

• Clients will receive the following deliverables for reporting: a Word/PDF version of the final report with key findings, a teleconference of key findings accompanied by a PowerPoint presentation; results will be accessible through an online reporting portal.

Full Service ACSI-Continuous customer satisfaction measure

This service includes a customized survey for strategic, in-depth evaluation of the client’s service, with continuous data collection and reporting via portal.

CFI Group offers continuous measures for customer services to measure key touchpoints and processes. The questionnaire will be customized for each client with a customer satisfaction model which explains drivers of satisfaction. Data collection can be via email, web-based surveys or via IVR. Client may opt for collecting survey responses through their own IVR.

Approximately 250-300 completed surveys will be collected per month. The price assumes that no more than 5,000 monthly IVR calls will be made by CFI should IVR be the data collection method used. The client must provide the customer sample to be used in the study. Clients will receive the following deliverables: an online reporting portal enabling users to interrogate data 24/7; quarterly teleconference of key findings accompanied by a PowerPoint presentation.

Deliverables:

Clients will receive the following deliverables for the Full Service ACSI-Continuous Measure:

Questionnaire using the ACSI methodology to measure satisfaction with the agency’s service (typically 30 - 40 questions).

An aggregate customer satisfaction model with one set of impacts will be created annually. Should additional customer satisfaction models (and sets of impacts) be needed there will be a charge per additional model.

An on-line reporting portal with 24/7 access enabling clients access to their data and customized reporting. The portal allows users to produce tables, charts and graphs of their results for segments and timeframes that are defined by the user. A review of how to use the portal will be provided.

Presentation (via teleconference) of findings accompanied by a PowerPoint slide presentation. These may be ad hoc or scheduled on a periodic basis (such as quarterly, semi-annually or annually).

Quarterly report with executive summary, key findings, detailed findings, customer satisfaction model, recommendations and verbatim comments for any open-ended questions.

ASCI benchmarks for satisfaction against peer agencies, programs and private sector will be provided where available.

Basic ACSI-Continuous customer satisfaction measure

This service includes a customized survey for strategic, in-depth evaluation of the client’s service, with continuous data collection and reporting via portal.

CFI Group offers continuous measures for customer services to measure key touchpoints and processes. The questionnaire will be customized for each client with a customer satisfaction model which explains drivers of satisfaction. Data collection can be via email, web-based surveys or via IVR. Client may opt for collecting survey responses through their own IVR.

Approximately 250-300 completed surveys will be collected per month. The price assumes that no more than 5,000 monthly IVR calls will be made by CFI should IVR be the data collection method used. The client must provide the customer sample to be used in the study. Clients will receive an online reporting portal enabling users to interrogate data 24/7.

Deliverables:

Clients will receive the following deliverables for the Basic ACSI-Continuous Measure:

Questionnaire using the ACSI methodology to measure satisfaction with the agency’s service (typically 20-30 questions).

An aggregate customer satisfaction model with one set of impacts will be created annually. Should additional customer satisfaction models (and sets of impacts) be needed there will be a charge per additional model.

An on-line reporting portal with 24/7 access enabling clients access to their data and customized reporting. The portal allows users to produce tables, charts and graphs of their results for segments and timeframes that are defined by the user.

One presentation of results and a review of how to use the portal will be provided.

ASCI benchmarks for satisfaction against peer agencies, programs and private sector will be provided where available

Full Service Survey – Web Measure

CFI Group offers a website satisfaction measure to quantify the impact of the web experience on satisfaction with the client agency’s website. The survey will be customized for the client. However, there are some standard questions that are available for the client to use that cover areas such as navigation, search, look and feel, etc. These are modeled questions, which are rated on a 1-10 scale. Impacts are derived to determine the influence drivers have on satisfaction. Categorical questions can also be included in the survey. The website measure can include questions that measure processes or touchpoints besides the website. Thus, the client can obtain a comprehensive measure of all of their services via the web-administered survey.

Survey invitations will be presented through an on-site invitation to a random sample of site visitors. An on-line reporting portal will be available to review results 24/7.

Deliverables:

Clients will receive the following deliverables for the ACSI-Strategic measures:

Ques tionnaire using the ACSI methodology to measure satisfaction with the on-line experience (typically 30 - 40 questions).

An aggregate customer satisfaction model with one set of impacts will be created annually. Should additional customer satisfaction models (and sets of impacts) be needed there will be a charge per additional model.

An on-line reporting portal with 24/7 access enabling clients access to their data and customized reporting. The portal allows users to produce tables, charts and graphs of their results for segments and timeframes that are defined by the user.

Presentation (via teleconference) of findings accompanied by a PowerPoint slide presentation. These may be ad hoc or scheduled on a periodic basis (such as quarterly, semi-annually or annually).

Quarterly report with executive summary, key findings, detailed findings, customer satisfaction model, recommendations and verbatim comments for any open-ended questions.

ASCI benchmarks for satisfaction against peer agencies, programs and private sector will be provided where available.

Scorecard Survey – Web Measure

The Scorecard Survey provides an economical, high-level measure of the drivers of satisfaction with a condensed survey. Instead of measuring each driver with a series of attribute questions, a single question is used to assess each driver. Drivers will likely include: Look & Feel, Navigation, Site Performance, Search and Content.

Survey invitations will be presented through an on-site invitation to a random sample of site visitors. An on-line reporting portal will be available to review results 24/7.

Deliverables:

Questionnaire using the ACSI methodology (typically 12-15 questions).

An aggregate customer satisfaction model with one set of impacts will be created per study.

On-line reporting portal enabling clients 24/7 access to their data and customized reporting. The portal allows users to produce tables, charts and graphs of their results for segments and timeframes that are defined by the user.

Usability Analysis

CFI Group will review the website against a series of best and worst practice indicators, as well as conduct a qualitative review of the site through in-depth interviews. In the qualitative phase, participants will be asked to conduct a series of searches and tasks (e.g., complete and submit a form) that are representative of real world experiences. A customized interview guide will be developed and up to 12 in-depth interviews will be conducted.

Deliverables:

An interview guide customized to the client’s website and informational needs.

In-depth Analysis

Each in-depth analysis provides an executive summary, key findings, detailed findings, customer satisfaction model, recommendations and verbatim comments for any open-ended questions. The in-depth analysis is an add-on item when the full service product is purchased. Note that custom in-depth analyses can be constructed to address specific business issues or to explore consumer segments in more detail (profiling and comparisons to other segments). Generally, these analyses are provided in PowerPoint format.

Title: Executive Management Consultant

General Summary:

Executive Management Consultants are responsible for providing subject matter expertise to a particular project. This individual will oversee all aspects of the study and provide insights, guidance and assistance to the project team. The Executive Management Consultant is often recognized as a thought leader in his or her subject area of expertise through published journal articles and esteemed credentials.

Principal Duties and Responsibilities:

1. Provide managerial and technical expertise and solutions to Senior Consultants and other client service team members that is otherwise not available.

2. Adopt the CFI Group system and other relevant quantitative methods to support client business decisions.

3. Drive both strategy and tactics used in implementation of results. Expected to read and be up to date on issues in contemporary management of large organizations.

4. Develop understanding of clients’ industry, history, background and previous measurement studies. This may include understanding and researching clients’ revenue drivers, competitive forces and market opportunities.

5. Provide structure and guidance for all aspects of research design.

6. Organize and conduct customer and client qualitative research.

7. Review and approve hypothetical models.

8. Design and develop survey jointly with clients based on hypothetical model.

9. Determine final model structures with a Research Analyst, interpret results, and make recommendations to client.

10. Work with the Senior Consultant to prepare and present final results.

11. Proactively share knowledge with other client service team members and colleagues.

Knowledge, Skills, and Abilities Required:

1. At least 15 years of relevant post-graduate field work.

2. Advanced knowledge of statistics and experimental design as demonstrated through education and/or work experience.

3. Ability to simultaneously manage several projects.

4. Excellent verbal, written, and presentation skills.

5. Strong negotiation skills.

6. Proficient in Microsoft Word, Excel and PowerPoint.

7. Strong analytical skills.

8. Prior supervisory experience.

9. Ability to work with minimal supervision.

10. Attentive to detail.

11. Ability to travel.

12. Understanding of advanced statistical tools is necessary.

13. Prior experience in developing and managing budgets is required.

14. Knowledge of graphics/presentation software and/or statistical software is desirable.

Title: Associate Consultant

General Summary:

Assist the Consultants, Senior Consultants and Program Directors with the management of client accounts, including client interaction. Reports to Program Director or Senior Consultant, and helps coordinate resources for the client service team.

Principal Duties and Responsibilities:

1. Attend to the needs and special requests of the client at each stage of a project.

2. Help assign and schedule project tasks and coordinate resources; follow-up on project status to insure efficient completion of all tasks and responsibilities.

3. Coordinate data management with other team members. Tasks may include creating and/or proofing data dictionaries, preparing cut templates, and assisting with running models.

4. Prepare and present project status reports to clients and internal team members.

5. Conduct qualitative interviews with clients and the client’s customers.

6. Analyze and interpret qualitative data.

7. Develop and edit employee and customer satisfaction questionnaires.

8. Program and monitor online surveys.

9. Help guide the data collection vendor. Test and monitor phone data collection.

10. Support Consultant, Senior Consultant and Program Director with new business development activities, including opportunities with existing clients.

11. Assist with the preparation of business development proposals and presentations.

12. Administer the production of reports and deliverables.

13. Prepare client presentations.

14. Assist the Consultant, Senior Consultant and Program Director as needed.

Knowledge, Skills, and Abilities Required:

1. Bachelor’s degree required with two years relevant work experience including, but not limited to, project management, client management, and consulting and/or marketing research.

2. Basic knowledge of statistics as demonstrated through education and/or work experience.

3. Strong analytical skills including the ability to collect and interpret data and draw valid conclusions.

4. Ability to simultaneously manage several projects.

5. Excellent verbal, written and presentation skills.

6. Proficient in Microsoft Word, Excel and PowerPoint applications. Understanding of advanced statistical tools is desired (e.g. SPSS).

7. Attentive to detail.

8. Ability to travel.

Standards of Performance:

1. Provide project deliverables on time.

2. Document: project schedule, deliverables, ongoing correspondence, objective and scope, and decisions.

3. Accurately communicate expectations to client and internal client team members.

4. Answer majority of client questions accurately within the time agreed upon with client.

5. Ensure deliverables are accurate and relevant to the client’s needs.

6. Adhere to Quality Standards and processes defined by CFI Group.

Title: Associate Data Consultant

General Summary:

Coordinates with the Data Consultant and Consultant/Director to generate various reports and graphics. Also may assist with creating dictionaries for Customer and Employee Satisfaction client projects. Reports to the team Program Director.

Principal Duties and Responsibilities:

1. Proactively communicate with Data Consultant and Consultant/Director regarding timelines and inform them of any issues that may affect meeting these deadlines.

2. Produce charts, tables and graphs as requested by the Consultant/Data Consultant.

3. Automate charts, tables and graphs into presentation software when required.

4. Review and edits the data and graphical output for accuracy.

5. Assist Data Consultant with bringing data into the proprietory database.

6. Proof standard marginals (i.e., descriptives and frequencies) from clean data.

7. Assist Data Consultant with segmentation and model definition templates.

8. Maintain documentation of projects following the TM documentation Standard Operational Procedures (SOPs).

9. Participate in continuous learning activities and share knowledge with staff members.

10. May create and/or edits data map for data cleaning process.

Knowledge, Skills, and Abilities Required:

1. Bachelor’s degree required and two (2) years work experience.

2. Good organizational and planning skills.

3. Attention to detail as demonstrated through past education and/or work experience.

4. Demonstrate initiative as shown through previous education and/or work experience.

5. Ability to problem solve as demonstrated through relevant work experience and/or education.

6. Basic computer skills desired, with the ability to learn various computer software programs. (Excel, PowerPoint and PageMaker experience).

7. Good written, verbal and interpersonal skills.

8. Ability to multi-task as proven through relevant work experience and/or education.

9. Willingness to put in extra effort to meet client needs is desired.

Standards of Performance:

1. Seek out pertinent project information.