RFI Questions v4.docx

· Please read the proposed requirements and provide feedback based on your company’s capability to deliver each requirement.

· For the purposes of establishing a list of potential sources, please identify any requirements you will not be able to fulfill by January 2026.

· Please Identify any requirements that add significant increase to the cost of the overall contract

· Please provide information regarding industry standard features that may have been missed in the requirements.

· If we provide a large sample of survey submissions, would you provide a presentation on your capabilities, to include but not limited to: KPI’s, text analytics, sentiment analysis, trends, key insights, etc. that would correlate with the written requirements as well as any additional capabilities of your platform to further enhance the quality of the survey and actionable insights? Please emphasize where AI is being used to address the above capabilities.

· If you have any questions, please reach out to Brian Myrick, brian.myrick@deca.mil, and Amber Almond, amber.almond@deca.mil.

Experience:

· What Grocery Retailers do you currently provide or have recently provided (i.e., in the past three years) same or similar (i.e., customer, employee, or both experience surveys) services?

· What type of data and analytics did you provide?

· What US Federal Government Agencies do you currently provide or have recently provided (i.e., in the past three years) same or similar (i.e., employee surveys) services.

· Are you FedRamp compliant? If so, at what level?

· Please provide case studies, anonymized examples, or high-level overviews that illustrate how your solutions that have been used to generate insights or drive decision-making from other grocery retailers your company conducted surveys for?

· What is the typical onboarding process and timeline?

· What is your pricing model (e.g., per user, per response, flat rate)?

· What is included in the price?

· Are there additional costs for integrations, support, or advanced analytics?

· How will survey data be stored (e.g., server, cloud, etc.)?

· How long is data stored and accessible?

Features and Functionality:

· Does your platform allow role-based access control? If so, what roles does your platform allow and what are the access controls for each?

· Are quantities of users and profiles unlimited? If not unlimited, please provide names and descriptions of packages to include user and profile quantities.

· Please provide roles, responsibilities, and access (e.g., view only, edit, download, etc.) for each type or user and profile.

· What types of surveys do you support (e.g., CSAT, ESAT, NPS, CES, EES, Exit Surveys, Website, custom, etc.)?

· What question types does your platform support (e.g., skip-logic, multiple choice, Likert scale, open-ended, rating scale, dropdown, checkbox, date picker, matrix, etc.)?

· What advanced logic (e.g., skip logic/branching, display logic, question piping, answer masking, randomization, partitioning, etc.) does your platform offer?

· Can survey formatting be fully customized (i.e., branded with logos, fonts, colors)? If so, are there any limitations?

· Are your surveys built for optimal visualization mobile, desktop, register POS systems?

· If not, please provide which systems your surveys are optimized for.

· If you currently work with retailers to present surveys at their POS, which POS systems do they utilize.

· Is raw data accessible in real-time?

· Are responses reflected in real-time on dashboards/KPIs?”

· Are you able to seamlessly integrate DeCA’s historical data into your platforms’ reporting, dashboarding, KPI’s, etc.? If not, please provide the challenges preventing seamless integration.

· What built-in analytics do you provide (e.g., trend analysis, sentiment analysis, benchmarking)?

· Can reports and dashboards be customized by the user? If so, are there any limitations?

· Can your platform ingest and map all data to a customer defined hierarchy (i.e., from store level to agency)? Are there any limitations? If your platform does not have the capability to ingest and map all data to a customer defined hierarchy, please provide information regarding your platform’s capability.

· Are you able to provide, within your dashboards/KPI’s, retail grocery benchmarks for CSAT scores, Completion Rates, and Completion times on an ad-hoc basis (i.e., user-defined date parameters)?

· Are all your dashboards/KPI’s capable of being linked and filtered to our store hierarchy (i.e., store, zone, and area relationships) with user-defined date filtering?

· Is the underlying relative data for your KPI’ exportable directly from the KPI to .xlsx, .csv, .pptx, and other common file types? If limited exportable capabilities, please provide the limitations.

· What kind of text-analytics and sentiment analysis does your platform provide?

· Is your platform able to learn and categorize open-ended, unstructured data into relevant groupings to the business (i.e., Produce, Meat, Deli/Bakery, Front-End, Grocery, Customer Service, Environment, Product Issues, Savings, etc.)?

· Does your platform offer spell-check, and autocomplete, capabilities for survey building and survey responses? If not, please provide capabilities your platform has for ensuring proper spelling during survey building and survey responses.

· How is survey data exported (e.g., CSV, Excel, PowerPoint, API, etc.)?

· Does your platform have a cleansing tool linked to surveying?

· Defined as the ability of the platform to cleanse vulgar/indecent language from survey responses prior to it presenting in the raw data for any user views, where only that word is cleansed/removed/masked.

· Can data be scheduled to distribute directly to email addresses on a daily, weekly, monthly basis, etc. with only data relative to the recipient (i.e., responses for which that location was identified)? If scheduling distribution is limited, please state the limitations.

· Does your platform have the capability to scan a barcode on a receipt, ingest and parse the coded information (e.g., as defined by the customer), and link the information to the survey data? If not, please state the limitations.

· Does feature also allow manual input (for non-scannable codes) with the same parsing logic capabilities (serves as back-up ability if barcode legibility issues).

· Does your platform have geo-location to identify the nearest store for the respondent? If geo-location is limited, please state the limitations.

· Does your platform have the ability to present Smart Thank You Pages in which patrons can be prompted to leave their contact information which is NOT maintained within your platform but will flow to the Agency via email or a “web-to-case” type function? If not, please state the platforms capabilities.

· What CRM platforms does your platform integrate with (e.g., Salesforce, HubSpot, Zendesk)?

· Do you support APIs or webhooks for custom integrations?

Support and Training:

· What support options (e.g., chat, phone, dedicated CSM) and levels are available?

· What roles does your staff play in survey development, analytics, and support?

· What user training does your company provide and how?

· What kind of resources for self-enhancement does your company provide and how?

· Does your company provide support (i.e. develop, host, collect signup forms, and link to submission form to specific survey(s)) for survey incentive programs, including signup forms for rewards to boost participation?

Roadmap:

· What major features and capabilities are on your roadmap for the next 12 months?