REQUEST FOR QUOTE MARKETING FIRM FOR CUSTOMER.pdf

CITY OF COLLEGE PARK Contracts and Procurement Department Attention: Jerrel Jones, Procurement Manager

3667 Main Street. City Hall College Park, Georgia 30337

Email: jerrel.jones@collegeparkga.gov Phone: (404) 767-1537 ext. 1500

RE: REQUEST FOR QUOTE NO. 26-02

Marketing Survey Firm for Customer Service

OBJECTIVE

To enhance customer satisfaction and business performance through a comprehensive customer service survey that captures customer experiences, sentiments, and actionable insights.

Key Components:

1. Creating Collaborative Communities:

- Foster engagement among customers to advocate for the brand.

- Encourage customer participation in innovation programs for service improvement.

2. Uncovering Positive Interactions:

- Identify key interactions and touchpoints that enhance customer satisfaction.

- Analyze feedback to understand what drives loyalty and favorable customer experiences.

3. Transforming Data into Actions:

- Gather and analyze experience management data to derive meaningful insights.

- Develop strategic recommendations based on data analysis that can be implemented to drive positive results.

4. Providing Location-Specific Guidance:

- Offer actionable insights tailored to specific locations, enabling frontline teams to address unique customer needs effectively.

- Facilitate region-based training and development programs for service representatives.

5. Competitive Brand Sentiment Analysis:

- Conduct benchmarking studies to analyze brand sentiment against competitors.

- Use social listening tools and customer feedback to stay informed about public perception and areas for improvement.

6. Measuring Effectiveness of Experience Management:

- Develop metrics to evaluate the effectiveness of current strategies in managing customer experiences.

- Present findings to leadership to support informed decision-making and resource allocation for service enhancements.

Deliverables:

- Comprehensive survey report including analysis of customer feedback and sentiment.

- Recommendations for service improvement based on survey findings.

- Training materials for frontline teams focused on location-specific needs.

- A strategic framework for ongoing experience management and measurement.

Expected Outcomes:

- Enhanced customer satisfaction and loyalty through targeted service improvements.

- Increased engagement from customers advocating for the brand.

- Data-driven decision-making and a culture of continuous improvement in customer service.

MINIMUM PROVIDER QUALIFICATIONS / REQUIREMENTS

Prospective Providers must have at least five (5) years of experience providing professional marketing surveying to participate in this solicitation. The past or current performance of similar Contracts for other governments and/or government entities shall be considered a plus.

If the Provider is a Georgia-based corporation, it shall submit documentary evidence from the Secretary of State that it is in good standing and authorized to transact business in Georgia before the contract is executed with the City.

Suppose the Provider is a foreign, non-Georgia-based corporation. In that case, the corporation shall submit a Certificate of Authority and documentary evidence from the Georgia Secretary of State of good standing before contract execution with the City, indicating that it is authorized to do business in the State of Georgia.

The prospective provider will provide all the services requested for the project. With its strengths or those of a sub-consultant, the prospective provider shall be able to provide all the services requested.

INSURANCE REQUIREMENTS

Within ten (10) days of Notice of Award, and at all times that this contract is in force, the contractor shall obtain, maintain, and furnish the City of College Park, Certificates of Insurance from licensed companies doing business in the State of Georgia and acceptable to the City of College Park covering:

1. Workers’ Compensation

In accordance with O.C.G.A. Title 34, Chapter 9, as amended

2. Business Auto Policy

- Not less than $500,000.00

3. Commercial General Liability -

Minimum $1,000,000.00/claim $2,000,000.00/occurrence for Personal Injury, Bodily Injury, and Property Damage Liability

4. Professional Liability

- Not less than $1,000,000.00/occurrence

Copies of these Certificates of Insurance shall be furnished to the City of College Park prior to execution of the contract. Such policies shall be non-cancellable except on a thirty-day (30) written notice to the City of College Park.

1. The CITY OF COLLEGE PARK (and any applicable Authority) will be shown as an additional insured on General Liability, Auto Liability, and Professional Liability policies and noted accordingly on the Certificate of Insurance.

2. The cancellation provision should provide 30 days’ notice of cancellation.

3. Certificate Holder shall read:

City of College Park, Ga.

3667 Main Street

College Park, Ga. 30337

Pre-Proposal Conference The city has not scheduled a pre-proposal conference for this solicitation and does not anticipate conducting one. The City has determined that a Pre-Proposal Conference is not required for a Prospective Provider to submit a valid, knowledgeable response.

If necessary, Prospective Providers are welcome to visit the City and its environs at their leisure and on their own time; however, tours of buildings, meetings, and/or discussions with City personnel and/or elected or appointed officials regarding this solicitation are not to be scheduled, should not take place, and, therefore, must not be anticipated.

Please submit a proposal with a Lump Sum of $_____________________

Right to Reject Quotations

The City reserves the right to accept or reject any or all written quotations received under this Request for Quotations, or to eliminate any or all Contractors Selected Provider responding to this Request for Quotations from further consideration for award, and to duly notify any such Selected Provider of the City’s determination in the manner deemed most convenient by the City.

The City reserves the right to reject any written quotations that are submitted by a Contractor Selected Provider using a form and/or format other than the form and/or format stipulated in the Scope of Work Scope of Services and/or provided by the City, or an application that is in any way or manner incomplete, illegible, irregular or non-compliant, and to duly notify any such Contractors Selected Provider of the City’s determination in the manner deemed most convenient by the City.

Right to Eliminate Non-Qualified Selected Provider from Award Consideration

The City reserves the right to eliminate from award consideration any or all Contractors Selected Provider who submit an incomplete and/or inadequate written quotation response or who are not responsive to any and/or all of the requirements stipulated in the attached Scope of Work, Scope of Services and to duly notify any such Contractors Selected Provider of the City’s determination in the manner the City deems most convenient.

Right to Cancel Request for Quotations

This Request for Quotations does not obligate the City to select a Contractor or Selected Provider and/or to procure and/or contract the Selected Provider for any goods and/or services whatsoever.

The City reserves the right to cancel this Request for Quotations, with or without substituting another Request for Quotations, and, if so desired, terminate the process at any time. Cancellation of this Request for Quotations may occur with or without cause or prior notification. Cancellation of this Request for Quotations, with or without substitution, shall not result in any liability to any Contractor Selected Provider for any reason whatsoever.

Time/Date Event No later than 3:00 p.m. on Thursday, July 24, 2025, Deadline to Submit Inquiries and

Requests for Clarification Thursday, July 31, 2025, no later than 3:00 p.m. Request for Quotes Due