TERMS OF REFERENCE

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

1. Objectives

1. To engage the services of a research service provider to conduct a customer satisfaction survey on HGC services in the sale/disposition of retail acquired real estate properties sold on installment and collection of amortization payments.
2. To improve the quality of service provided by HGC officers and employees to clients.

2. Scope of Work and Deliverables

1. Develop a work plan in the conduct of customer satisfaction survey;
2. Draft a survey questionnaire based on guide questions provided;
3. Finalize survey questionnaire with approval from HGC;
4. Administer survey questionnaire and conduct interviews;
5. Process data and analyze results;
6. Submit initial results including data files;
7. Discuss survey results with HGC Management; and
8. Submit final report in both electronic and hard copies.

3. Time Frame

The work shall be completed over a period of 7 weeks upon signing of the contract.

Tasks Deliverables Duration Develop a work plan Work plan Week 1 Draft survey questionnaire Draft survey questionnaire Finalize survey questionnaire Finalized survey questionnaire Week 2 Administer survey questionnaire and conduct interviews   Week 3 Process data and analyze results   Week 4-5 Submit initial results including data files Initial report and data files Week 6 Discuss survey results with HGC Management   Submit final report Final report Week 7

 

4. Documentary Requirements

The prospective service provider shall submit the following documents:

1. Certificate of PhilGEPS registration; and
2. List of on-going and completed projects in market research, customer perception and/or customer satisfaction survey for the last three (3) years, preferably with government agencies, indicating the name of contract, date of contract and amount.

5. Approved Budget for the Contract

The approved budget for the contract is Two Hundred Fifty Thousand Pesos (P250,000.00), VAT inclusive, chargeable against the Corporate Operating Budget for CY 2016.