Customer Survey Program. The Concessionaire shall develop and implement a customer survey program to monitor customer satisfaction with the way in which service calls or complaints are addressed by the Concessionaire. If the Concessionaire has an existing customer survey program in place, the City will consider acceptance of that program. The survey results, including independent follow-up by the City, will be discussed during quarterly meetings, as appropriate, and considered during the annual evaluation. The customer survey program shall include the following, at a minimum:
a. The Concessionaire shall contract with an independent firm to perform a customer opinion survey on a semiannual basis to gauge customer satisfaction with respect to the way in which service calls or complaints were addressed by the Concessionaire. The Concessionaire’s proposed survey approach and format for obtaining this information will be submitted to the City for approval during the transition period. During the term of the Agreement, the Concessionaire may propose changes to the customer survey program, subject to approval by the City. The customer survey must include a representative number of customers and, at a minimum, 25% of customers that have registered a complaint or have otherwise contacted customer service within the prior 9 months.
b. A copy of the independent survey results shall be submitted directly to the City from the independent firm. If the Concessionaire has an existing customer survey system in place, the City will consider acceptance of that survey system pending review of the protocol, questions, response level, and other components. The survey results, including independent follow-up by the City, will be discussed during quarterly meetings with the Concessionaire and considered during the annual evaluation.
Customer Survey Program. The Concessionaire will develop and implement a customer survey program to monitor customer satisfaction with the way in which service calls or complaints are addressed by the Concessionaire. If the Concessionaire has an existing customer survey program in place, the City will consider acceptance of that program. The survey results, including independent follow- up by the City, will be discussed during quarterly meetings and considered during the annual evaluation.
a. The Concessionaire shall contract with an independent firm to perform a customer opinion survey on a quarterly basis to gauge customer satisfaction with respect to the way in which service calls or complaints were addressed by the Concessionaire. The Concessionaire’s proposed survey approach and format for obtaining this information will be submitted to the City for approval within 30 days of closing. During the term of the Agreement, the Concessionaire may propose changes to the customer survey program, subject to approval by the City. The customer survey must include a representative number of customers and, at a minimum, 50% of customers that have registered a complaint or have otherwise contacted customer service within the prior 6 months.
b. A copy of the independent survey results shall be submitted directly to the City from the independent firm. If the Concessionaire has an existing in-house customer survey system in place, the City will consider acceptance of that survey system pending review of the protocol, questions, response level, etc. The survey results including independent follow up by the City will be discussed during quarterly meetings and considered during the annual evaluation.
