2024-CA-44 Customer Service Satisfaction Survey

The Clayton County Water Authority (CCWA) in Georgia is seeking proposals for a Customer Service Satisfaction Survey (RFP #2024-CA-44) to comprehensively assess customer attitudes and perceptions among its 87,000+ customer base. The selected vendor will conduct a baseline survey focusing on water quality, billing processes, communications, and various CCWA programs, with specific requirements including achieving a 60% response rate and providing statistically valid results with a 95% confidence level and +/- 5% margin of error. The survey must target residential customers across different contact channels (IVR, customer service, walk-in, call center) and account tenures, and include collection of demographic data. Proposal submissions are due January 24, 2025, at 3:00 p.m., with a virtual proposal opening meeting scheduled for January 28, 2025, at 3:00 p.m. The evaluation criteria include 40 points for cost proposals, 25 points for project understanding and approach, 15 points for qualifications/experience, 10 points for references, and 10 points for Small Local Business Enterprise (SLBE) preference points. The project is expected to be awarded by March 6, 2025, with a planned start date of April 1, 2025, and completion anticipated by Spring 2025.

CCWA explicitly encourages Small Local, Minority, and Women-Owned businesses to participate in this bid request, offering SLBE preference points (10 points for firms in Clayton County and 7.5 points for firms in surrounding counties). The vendor must provide bilingual staff capabilities and maintain strict confidentiality of customer records. Previous customer satisfaction surveys were conducted by Metrix Matrix, Inc. in 2014, 2016, and 2018, though the incumbent does not receive preferential treatment due to CCWA's competitive purchasing policy. While specific budget information is not disclosed, the RFP allows for cost proposals to include labor costs, travel expenses, and other associated expenses, with an optional follow-up survey component. Interested vendors can request the bid package electronically by calling 770-960-5223 or emailing CCWA_Procurement@ccwa.us, with hardcopy packages available for a $25 fee. The survey must compare results with similar utilities in the southeast region and provide comprehensive insights into customer satisfaction across multiple service dimensions.