Customer Experience and Employee Engagement Survey Platform

The Defense Commissary Agency (DeCA) has issued a Special Notice seeking information about customer experience and employee engagement survey platforms. This Request for Information (RFI) is posted as a Total Small Business set-aside opportunity with responses due by August 25, 2025. DeCA currently operates two surveys to comply with DoD Instruction 1330.17 mandates and conducts receipt surveys for more frequent data collection, utilizing the American Customer Satisfaction Index (ACSI) methodology to benchmark against the grocery industry. The agency is exploring alternatives to their current Verint/ForeSee platform, which has been in use since 2019 at an annual cost of $173,117. The procurement is categorized under NAICS 541611 for Administrative Management and General Management Consulting Services.

The primary objective of this RFI is to identify comprehensive survey platform solutions that can support both customer satisfaction and employee engagement surveys while maintaining compliance with federal mandates and enabling continuous data collection for congressional and departmental reporting. Interested contractors must submit their responses via email to Christina Ellison at christina.wllison@deca.mil, including detailed answers to specific questions about their platform capabilities and a synopsis of their program offerings. The opportunity is restricted to small businesses and requires vendors to demonstrate capabilities in areas such as role-based access control, advanced analytics, data integration, mobile optimization, real-time reporting, and AI-driven insights. The anticipated contract period runs from January 17, 2026, through January 16, 2031, with a base period and four optional one-year extensions, emphasizing zero downtime during any platform transition to ensure uninterrupted survey operations.