MoDOT Customer Services Satisfaction Survey

The Missouri Department of Transportation (MoDOT) and Missouri Highways and Transportation Commission (MHTC) are seeking a qualified organization to develop and conduct a comprehensive Customer Service Satisfaction Survey through a Request for Proposals (RFP). The contract will run from January 1, 2024 through December 31, 2026, with potential two one-year renewal options. The primary objective is to evaluate customer satisfaction by surveying individuals who have contacted MoDOT's customer service centers via telephone, email, website, letters, and social media. Contractors must target 500-900 monthly customer contacts, aiming to achieve at least 200 completed survey responses per month with specific margin of error requirements: 6.9% for monthly reports, 4% for quarterly reports, and 2% for annual reports. Proposals are due by October 17, 2023 at 2:00 PM CDT, with award notification anticipated on November 3, 2023. The evaluation criteria will be weighted as follows: Experience, Expertise and Reliability (40 points), Qualifications and Expertise of Key Personnel (20 points), Proposed Fee (35 points), and Overall Clarity and Quality of Proposal (5 points).

The RFP encourages minority business enterprise (MBE) and women business enterprise (WBE) participation, with suggested participation targets of 10% MBE and 5% WBE. The current contractor for these services is Heartland Market Research, LLC, who will not seek contract renewal. Respondents must maintain specific insurance coverages, including General Liability ($500,000 per person/$4,000,000 per occurrence), Business Automobile Liability, and Workers' Compensation coverage. While no specific budget range is disclosed in the RFP, the contract requires firm fixed pricing submitted with detailed line items for salaries, benefits, operating expenses, F&A costs, and miscellaneous expenses. The RFP does not accept email proposal submissions and requires vendors to contact the buyer of record via email at least five business days before the bid closing if submitting a hard copy proposal. Interested organizations must be prepared to provide comprehensive monthly, quarterly, and annual reports that transcribe and represent survey data from multiple communication channels.