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