Customer Satisfaction Market Research Services

The vendor is required to provide customer satisfaction market research to conduct quantitative and qualitative market research studies.
- Projects may be multi-year tracking studies, involving monthly, quarterly and annual data collection; one-time, single studies; or ad-hoc studies as requested.
1. Quantitative studies - typical quantitative studies may include, but are not limited to:
•    Customer satisfaction surveys
•    Customer transaction surveys
•    Customer program participation surveys
•    Corporate branding and corporate communication surveys
•    Web-based surveys; platform to be agreed upon by both parties
•    Online panels
•    In-person intercept surveys
•    Other studies as necessary
a. Each quantitative study shall consist of the following steps:
•    Conduct pre-study meeting as specified by ae (in person/telephone/online)
•    Develop study specifications, plan, timeline and costs
•    Design questionnaire
•    Obtain survey sample
•    Schedule data collection
•    Perform data verification and quality control
•    Provide sample validation (percentage of cases specified by ae) 
•    Conduct verbatim coding (with prior approval from ae)
•    Perform data processing and data cleaning
•    Analyze data
•    Develop data tables
•    Deliver all data sets in electronic form to be specified by ae
•    Create preliminary report and presentation
•    Finalize report and presentation
•    Deliver final report and presentation
2. Qualitative studies - typical qualitative studies may include, but are not limited to:
•    Customer focus groups covering a range of utility-related topics
•    Online panels
•    In-person intercept surveys
•    Other studies as necessary
a. Each qualitative study shall consist of the following steps:
•    Conduct pre-study meeting as specified by ae (in person/telephone/online)
•    Develop study specifications, plan, timeline and costs
•    Design and create all focus group related materials (screeners, discussion guides, etc.)
•    Coordinate focus group facility
•    Recruit qualified focus group participants as approved by ae
•    Moderate focus groups
•    Provide audio-visual recordings of focus groups
•    Provide live video web streaming as specified by ae
•    Issue payment to participants as specified by ae
•    Conduct next-day, post-focus group de-briefings
•    Transcribe focus group dialogue
•    Analyze focus groups results
•    Create preliminary report and presentation
•    Finalize report and presentation
•    Deliver final report and presentation
3. Studies may include, but are not limited to the full range of market research data collection techniques listed below:  
•    Telephone interviews and surveys
•    Internet panels
•    Web-based surveys
•    Direct mail surveys
•    In-person interviews
•    Executive one-on-one interviews
•    Focus groups (open and blind)
•    Other techniques as appropriate and specified, or agreed to by ae
4. Data analysis techniques for each study will be determined by ae and may include, but are not limited to: 
•    Descriptive
•    Frequencies
•    Cross tabulations 
•    Checks for statistical significance
•    Analysis of variance
•    Linear regression
•    Multiple regression
•    Logistic regression
•    Conjoint analysis
•    Factor analysis
•    Other techniques as appropriate.

- Contract Period/Term: 1 year
- Pre-Offer Conference Date: August 22, 2025
- Questions/Inquires Deadline: August 28, 2025