Title
Approval of AGR21-31 General Services Agreement with GreatBlue Research for the DPU Customer Satisfaction Survey Program for a period of seven (7) years.
Recommended Action
I move that the Board of Public Utilities approve Agreement No. AGR21-31 between the Incorporated County of Los Alamos and GreatBlue Research in a total amount not to exceed $329,000 plus applicable NMGRT for a period of seven years and forward to County Council for final approval.
Staff Recommendation
Staff recommends approving Agreement No. AGR21-31 between the Incorporated County of Los Alamos and the GreatBlue Research as presented and forward to council for final approval.
Body
The overall scope of this Agreement is modeled after the JD Powers Customer Satisfaction Program. The Contractor will develop and implement a customer satisfaction survey program that measures the satisfaction, engagement and loyalty of the Department of Public Utilities’ customers using survey instruments that will include benchmark comparisons to appropriate peer utility organizations and provide actionable recommendations to improve the department’s overall services to its customers. Two survey instruments will be developed:
1) General Survey: Will measure the Voice of the Customer and Customer Engagement. It will be conducted annually over a period of seven years and will assess customers’ satisfaction for the department’s quality and reliability of utility services; price; bill and payment services; corporate/organizational citizenship; and communication.
2) Transactional Survey: Will measure customers’ satisfaction with their transactional experiences with department employees (field employee, customer care center representative, etc.) and assess the employee’s job knowledge, courtesy, resolution of an issue and overall service provided. This survey instrument will capture the customer experience within 48 hours of the transaction and generate reports to the department quarterly (four ti...
Click here for full text