Customer Satisfaction System

Cleveland Hopkins International Airport (CLE), under the jurisdiction of Cuyahoga County, is soliciting proposals for a Customer Satisfaction System (CSAT) specifically designed to capture and analyze restroom feedback at the airport. The system will utilize tablet-based technology that allows passengers to provide real-time feedback using emojis, with data securely stored in the cloud and accessible through a comprehensive dashboard. The primary objective is to improve restroom cleanliness and overall customer satisfaction by delivering immediate feedback to custodial staff. Proposals will be evaluated based on four equally weighted criteria: compliance with requirements (25 points), vendor experience (25 points), implementation plan (25 points), and customer satisfaction metrics (25 points). Key dates for this procurement include the RFP publication on October 18, 2024, a non-mandatory pre-proposal conference on October 25, 2024, the last day to submit provider questions on October 29, 2024, and the proposal submission deadline on November 7, 2024, at 4:00 pm. Proposers must submit a technical proposal, vendor background information, client references, and required city forms.

While no specific subcontractor participation goal is mandated, the City of Cleveland encourages proposers to consider City-certified firms for subcontracting opportunities. The procurement aligns with the city's Local Producer, Local-Food Purchaser, and Sustainable Business Preference Code, which provides potential bid discounts for local businesses. The Office of Equal Opportunity (OEO) confirmed that since the contract amount is under $50,000, no specific OEO goals will be assigned. Proposers must comply with extensive federal contract provisions, including non-discrimination requirements, civil rights guidelines, and FAA regulations covering airport-related professional services. Contractors will need to navigate strict security protocols, including obtaining identification badges, completing background checks, and adhering to airport security regulations. While no specific contract value is listed, the system must include a user-friendly mobile app for custodial staff, customizable notification thresholds, and robust data security and privacy compliance mechanisms.