Government Contract | Pennsylvania
CUSTOMER SATISFACTION SURVEYS, ANALYSIS AND REPORTING

Bid Information


Bid Alert No: 00000480652

Bid Title: CUSTOMER SATISFACTION SURVEYS, ANALYSIS AND REPORTING

Agency Bid No. Title: 30361

Received Date: 02/08/2016

Close Date: 03/04/2016

Purchase Type: Term:

Delivery Point: Philadelphia, Pennsylvania

Delivery Date: Not Stated

Special Notices: Questions Due By Optional 02/11/2016 05:00 PM, Pre-Bid Conference Mandatory 02/23/2016 10:00 AM

Specifications

Specifications include, but are not limited to: PGW has one (1) Call Center and six (6) Customer Service Centers throughout the City andone (1) Commercial Resource Center. The Call Center receives approximately 1.2 millionbilling, collections, service, and emergency calls from residential customers each year. TheCustomer Service Centers experience approximately 200,000 walk-in customer servicevisits and 450,000 in-person payments and our Field Service organization handles 260,000customer interactions each year. The Commercial Resource Center services PGWs 25,000active commercial customers to address billing, service and payment needs.PGW prides itself on putting excellent customer service at the core of our business with theultimate goal of enriching the overall customer experience. We realize that it is important toprovide good customer service to all types of customers, including potential, new andexisting customers.PGW is seeking proposals for conducting Voice of the Customer (VOC) monthly, randomlyselected, statistically significant (95% confidence level with a +/- 5% confidence interval)transactional and general (non-transactional) surveys of its customer base over the phone,as well as via the internet.

Bid Related Documents

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Amendments

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Product Code: 96160

Agency Information


Issuing Agency: Philadelphia Gas Works (PGW)

State: Pennsylvania

Agency Type: State and Local

Contact: Barbara Thomas 800 W. Montgomery Avenue, Philadelphia, Pennsylvania, 19122

Phone: 215-684-6674

Fax: 215-684-6163

Email: barbara.thomas@pgworks.com

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