Customer Satisfaction Survey Services

Kissimmee Utility Authority (KUA) in Kissimmee, Florida, is issuing a Request for Quote (RFQ-26-019-SN) for Customer Satisfaction Survey Services to qualified vendors capable of conducting comprehensive surveys of both residential and commercial & industrial customer populations. The procured services include survey development (limited to a maximum of 45 questions), data collection through phone and online platforms with minimum requirements of 200 residential phone surveys, 1,000 residential online surveys, and 50 commercial & industrial surveys via both methods, data processing and analysis, and presentation of findings to the KUA Board of Directors. The vendor must deliver final surveys in both English and Spanish, completed survey data with clean data files, a comprehensive written report including an executive summary and key findings, and conduct presentations to both the Board and staff. The anticipated contract term is three years with two optional one-year renewal periods at KUA's discretion, with project completion required within 6 to 8 weeks of receiving the Notice of Intent. KUA will provide the vendor with customer contact information comprising a minimum of 50,000 residential records and 3,000 commercial & industrial records and will review and approve survey questions. Questions and comments regarding the solicitation are due by February 6, 2026, at 2:00 PM EST, with bid submissions required by February 13, 2026, at 2:00 PM EST; a public bid opening will be conducted via Zoom. No pre-bid conference or site visit is required, and all submissions must be made electronically via VendorLink.

This procurement carries no specific set-aside designations for disadvantaged enterprises, though vendors must comply with all applicable federal, state, and local laws, including equal employment opportunity requirements and drug-free workplace certification, and must provide Florida public records disclosure. The contract is categorized as Service Tier A (less than $250,000), requiring vendors to carry general liability insurance of $1,000,000 per occurrence and $2,000,000 general aggregate; no bid bond or performance bond is required. Vendors must submit pricing in the prescribed format as an annual lump-sum amount for each contract year from Years 1 through 5, inclusive of all labor, software, hosting, translation, reporting, project management, and presentation costs. The solicitation materials include no reference to incumbent vendors or current contractors. The total contract value is anticipated not to exceed $250,000 across the five-year period, with vendors required to include complete pricing on the provided Price Sheet exhibit. All bidders must adhere to the Cone of Silence policy, which prohibits communication with KUA employees outside the formal procurement process.