Marketing survey firm for customer service

The City of College Park, Georgia is seeking a qualified marketing survey firm to conduct a comprehensive customer service evaluation for its Utility Department, which serves approximately 10,000 customers. The Request for Quote (RFQ 26-02) calls for a vendor to deliver a complete survey report, strategic improvement recommendations, virtual training materials for frontline staff, and a strategic framework for ongoing experience management with implementation timelines and budget considerations. The selected firm must demonstrate at least five years of professional marketing surveying experience, with prior performance on similar government contracts considered advantageous. Key objectives include capturing customer experiences and sentiments, identifying service gaps, developing actionable insights, conducting competitive brand sentiment analysis, and establishing metrics to measure experience management effectiveness. Deliverables must address the City's identified priorities of improving service delivery convenience, reducing service costs, and enhancing information transparency. The project timeline spans 3 to 6 months from contract execution to final deliverable submission. The deadline for submitting clarifying questions is 3:00 p.m. on Thursday, July 24, 2025, with proposals due no later than 3:00 p.m. on Thursday, July 31, 2025. No pre-proposal conference has been scheduled, and site visits and meetings with City personnel are not permitted. Responses must follow the City-provided format and include detailed cost breakdowns rather than lump sum quotes.

Georgia-based corporations must submit documentary evidence of good standing and authorization to transact business from the Secretary of State, while non-Georgia-based corporations must provide a Certificate of Authority and equivalent documentation. The City reserves the right to reject any or all quotations and cancel the RFQ at its discretion. Within ten days of award notification, the selected contractor must obtain comprehensive insurance coverage including Workers' Compensation in accordance with Georgia law, Business Auto Policy of at least $500,000, Commercial General Liability of $1,000,000 per claim and $2,000,000 per occurrence, and Professional Liability of at least $1,000,000 per occurrence, with the City named as an additional insured and 30-day cancellation notice provisions required. Twelve firms submitted bids ranging from $7,400.00 to $450,000.00, with the City establishing a project budget ceiling not to exceed $10,000. The lowest responsive bid was submitted by The Humanity Group Inc. at $7,400.00, followed by KGS Research at $8,862.50 and Morgan Marketing Associates LLC and PRBC each at $10,000.00. The City will retain all data ownership and currently has no official customer experience measurements or historical survey data for benchmarking purposes.