TERMS OF REFERENCE
ENGAGEMENT OF A RESEARCH SERVICE PROVIDER
TO CONDUCT THE CUSTOMER SATISFACTION SURVEY

I. OBJECTIVE

  1. To engage the services of a research service provider to conduct a customer satisfaction survey.
  2. To help build confidence of clients in the guaranty business of HGC.
  3. To re-invigorate and inspire employees to provide quality service.

II. SCOPE OF WORK AND DELIVERABLES

  1. Develop a workplan/methodology for the conduct of customer satisfaction survey.
  2. Draft survey instrument/questionnaire, incorporating the comments/approval from HGC.
  3. Field test the survey instrument/questionnaire and revise tools and protocols based on results of pre-testing.
  4. Finalize survey instrument/questionnaire.
  5. Administer survey instrument/questionnaire and conduct interviews.
  6. Process data and analyze results.
  7. Submit initial results including data files.
  8. Discuss survey results with HGC Management.
  9. Submit final report. Documents are expected to be delivered in both electronic and hard copies.

III. TIME FRAME
The work shall be completed for a period of 6 weeks upon signing of the contract.

Tasks Deliverables Duration
Develop a workplan/ methodology

Workplan/Methodology

Week 1
Draft survey instrument/questionnaire Draft survey instrument/questionnaire
Field test the survey instrument/questionnaire and revise, if necessary   Week 2
Finalize survey instrument/questionnaire Finalized survey instrument/questionnaire
Administer survey instrument/questionnaire and conduct interviews   Week 3
Process data and analyze results   Week 4
Submit initial results including data files Initial report and data files Week 5
Discuss survey results with HGC Management  
Submit final report Final report Week 6

IV. CRITERIA FOR EVALUATION/SELECTION

Criteria Percentage
  1. Minimum of three (3) years experience in market research, customer perception and customer satisfaction survey.
40%
  1. Must be registered online with the Philippine Government Electronic Procurement System as a legitimate service provider for government requirements.
10%
  1. Experience in dealing with government agencies. Companies are required to provide proof that they have facilitated/performed similar projects.
20%
  1. Cost is highly advantageous to HGC.
30%

V. APPROVED BUDGET FOR THE CONTRACT
The approved budget for the contract is Two Hundred Thousand Pesos (P200, 000.00)
, vat inclusive, chargeable against the Corporate Operating Budget for CY 2015.

 

 

CORAZON G. CORPUZ
Vice-Chairperson
Bids and Awards Committee