Exhibit_3_Past_Performance_Customer_Sat_Survey.docx
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Past Performance Customer Survey
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Exhibit 3 Past Performance Questionnaire/Customer Satisfaction Survey
PAST PERFORMANCE QUESTIONNAIRE
| 1. Contractor Name: |
| 2. Contract Number: |
| 3. Contractor Address: |
| 4. Contract Type: __Firm Fixed Price |
____Cost Reimbursement ___ Other (Please Specify)
| 5. Agency Name: |
| 6. Agency POC/Phone/Fax: |
7. Period of Performance:
8. Dollar Amount of Award: $ Total Dollar Value with Mods:
9. Title of Contract:
10. Description of Contract Service:
11. Complexity of Work: Difficult: ____________ Routine: ____________
NOTE: Please use adjectival ratings from attached sheet.
| 12. Evaluation Factor |
| 13. Comments (Attach additional sheets, if necessary.) |
| 14. Rating |
a. Quality of Work
b. Personnel
c. Cost/Budget Control
d. Timeliness of Performance
e. Business Relations
f. Subcontractor Mgmt
g. Customer Satisfaction
15. Would you select this firm again? Please explain. (Attach additional sheet if necessary.)
16. Name & Date:
17. Title:
PAST PERFORMANCE RATING GUIDELINES
Summarize Contractor Performance in each of the rating areas. Assign each area a rating of Unsatisfactory, Poor, Fair, Good, Excellent, and Outstanding. Use the following instructions as guidance in making these evaluations. Note: There is no corresponding guidance for “Customer Satisfaction”. Please use the comments area on the preceding form to justify the rating given “Customer Satisfaction.”
| Ratings |
| Quality of Work/ |
Personnel/Service
-Compliance w/contract requirements -Accuracy of reports -Appropriateness of personnel -Technical excellence
Cost Control
-Within budget -Current, accurate, complete billings -Relationship of negotiated costs to actuals -Cost efficiencies -Change orders issued Timeliness of Performance
-Met interim milestones -Reliable -Responsive to technical direction -Completed on time Business Relations/Sub Contractor Mgmt
-Effective Mgmt -Businesslike correspondence -Responsive to contract requirements -Prompt notification of problems -Reasonable/cooperative -Flexible -Pro-active -Effective SB/SDB Subcontract Program
| Unsatisfactory |
| Non-conformances |
jeopardizing the achievement of contract requirements.
| Cost issues are jeopardizing performance |
| Delays are jeopardizing achievement of contract requirements |
| Responses to inquires/technical, service, administrative issues are not effective. |
| Poor |
| Overall compliance |
requires major agency resources to ensure achievement of contract requirements.
| Cost issues require major agency resources to ensure achievement of contract requirements |
| Delays require major agency resources to ensure achievement of contract requirements |
| Responses to inquires/technical, service, administrative issues are marginally effective. |
| Fair |
| Overall compliance requires minor agency resources to ensure achievement of contract requirements. |
| Cost issues require minor agency resources to ensure |
achievement of contract remits
| Delays require minor agency resources to ensure achievement of contract remits |
| Responses to inquires/technical, service, administrative issues are somewhat effective. |
| Good |
| There are no or very minimal quality problems and contractor has met requirements. |
| Cost issues |
do not impact achievement of contract remits
| Delays do not impact achievement of contract remits |
| Responses to inquires/technical, service, administrative issues are consistently effective. |
| Excellent |
| There are no quality issues and contractor has exceeded the contract requirements without commensurate additional costs. |
| There are no cost management issues and the contractor has exceeded the remits achieving a costs savings. |
| There are no delays and the contractor has exceeded the agreed upon time schedule. |
| Responses to inquires/technical, service, administrative issues are effective and exceed government expectations. |
| Outstanding |
| The contractor has demonstrated an outstanding performance level that was significantly in excess of anticipated achievements and is commendable as an example to others. |
| The contractor has demonstrated an outstanding performance level that justifies adding a point to the score |
| The contractor has demonstrated an outstanding performance level that justifies adding a point to the score. |
| The contractor has demonstrated an outstanding performance level that justifies adding a point to the score. |
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