Survey Software

The vendor is required to provide to find a provider of customizable client surveys tailored to business needs.
- These surveys will collect the voice of the customer experience and experience satisfaction data of our client plans local authority pension plan (LAPP), management employee pension plan (MEPP), public service pension plan (PSPP), etc.
- The surveys serve various purposes depending on the type and intent as communicated to us via our stakeholders:
• Most surveys measure satisfaction, including first contact resolution, member and employer satisfaction.
• Some surveys are produced ad hoc, requested by our stakeholders to gather specific insights (e.g., understanding of how users interact with a website).
- Surveys often include a mix of question types, such as scale-based satisfaction ratings and open-text feedback for qualitative insights
- Surveys are conducted across multiple pension plan clients, including LAPP, MEPP, PSPP, and others.
- Templates: the organization prepares contact lists (csv files) and imports them into the survey platform.
- Agency currently uses a survey tool system that allows both administrators and end users to access up-to-date data.
- Data collection:
• Most data collection is performed by the survey tool.
• The survey tool manages email distribution and response capture.
• Minimal time is spent on data collection beyond reporting and analysis.
- Survey design:
• Most surveys have been in use for an extended period, with annual reviews and redesigns as needed.
• The design process involves understanding business needs and refining survey questions accordingly.
• Drafts are built within the survey platform, and "preview links" are shared with relevant business areas for review.
• While the actual survey setup takes about an hour, discussions around question design can take significantly longer.
- Data analysis:
• Conducted primarily by a member services center (“MSC”) analyst, who formats responses into digestible reports.
• The time required depends on response volume (higher response rates increase workload).
• Additional insights are reviewed by MSC leadership for decision-making.
- Reporting:
• Several hours per month are dedicated to reporting survey findings.
• Reporting workload fluctuates based on contact volume and spikes during annual survey periods.
• Reports require analysis, commentary, and interpretation of findings.
- Tasks:
a. Survey links
• The survey should be able to support multiple projects for the various pension plans.
• Ability to provide anonymous links that can be accessed publicly—the link can be printed in the education handout material so that participants can take the survey.
• Ability to embed respondent data in survey responses.
• Ability to generate preview links for the clients to review the survey before its launch.
b. Data upload
• Survey respondents must have the ability to opt-out via a link in the email – unsubscribe button.
• Deduplication of distribution list.
c. Survey features
• Ability to upload contact distribution list via csv file.
• Ability to schedule reminders for survey respondents who have not completed the survey.
• The survey questions must have the following features:
o Skip logic and branching;
o Ability to embed respondent data in survey questions.
• Customizable anti-spam filters (the ability to say for "survey 1" an email address won't receive more than 1 message in x days, but for "survey 2" everyone will receive an email regardless of surveys sent in other projects).
• Multiple question types
d. Reporting and analytics
• Ability to categorize and analyze open-ended responses and assign a topic.
- Contract Period/Term: 3 years
- Questions/Inquires Deadline: May 09, 2025