Conduct 2018 Customer Satisfaction Survey Tender - 34388228

Procurement Summary

Country: Philippines

Summary: Conduct 2018 Customer Satisfaction Survey

Deadline: 09 Jul 2019

Posting Date: 04 Jul 2019

Other Information

Notice Type: Tender

TOT Ref.No.: 34388228

Document Ref. No.: 19-SBC-048

Competition: ICB

Financier: Self Financed

Purchaser Ownership: -

Tender Value: Refer Document

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Tender Details

Conduct 2018 Customer Satisfaction Survey
Terms of Reference
2018 Customer Satisfaction Survey
BACKGROUND
The Standard guidelines on the conduct of the Customer Satisfaction Survey (CSS) have been issued by GCG to all Government Owned or Controlled Corporations (GOCCs) under its jurisdiction in April 2018. With these guidelines, GCG prescribed the following:
a. Standard methodology for the conduct and administration of the survey instrument, data encoding and processing, and analysis of survey results, as well as the research or project team composition; and
b. Standard questionnaire that will be administered by trained field interviewers.
GOCCs have likewise been classified according to the survey methodology: Method A for Intercept Interviews and Method B for telephone interviews. SB Corp has been classified under Method B, with target respondents identified as business organizations (MSMEs).
The survey will make use of a standard and structured pen-and-paper questionnaire, and SB Corp is allowed to hire a third-party provider to administer the survey and generate and interpret the results. The survey will only cover primary customers or those with direct economic transactions with SB Corp.
OBJECTIVES OF THE SURVEY
The Customer Satisfaction Survey is conducted to measure customer satisfaction on the services provided by SB Corp to its clientele. This is part of Government-s initiative to deepen citizen participation in government processes, particularly in the delivery of products and/or services.
The results of the survey will likewise provide valuable inputs to improve SB Corp products and services.
COVERAGE AND SCOPE
This engagement shall be for the CSS covering July 1, 2017 - June 30, 2018.
Under the GCG guidelines, clients to be covered by the CSS should satisfy at least one of the criteria below:
a. Current/ ongoing customers of SB Corp during the stated period
b. Has a current/active account with SB Corp during the stated period
c. Had at least one transaction with SB Corp during the stated period
SB Corp clients under the following programs will be covered:
a. MSME Borrowers - clients with loan approvals and/or releases during the period from July 1, 2017 to June 30, 2018 under the direct lending programs (848 borrowers from the regular retail lending program and 845 from the P3 retail programs);
b. MSME Trainees - 41 MSMEs who participated in the MSME capacity building program, but did not avail of any of the retail financing services;
c. Partner Institutions - 222 banks, cooperatives and microfinance institutions with active credit lines under the regular wholesale and P3 wholesale programs; and,
d. Banks capacitated under the Capacity Building Program for FIs - 21 banks which have been capacitated by SBCorp from July 1, 2017 to June 30, 2018 under the RBL Program for financial institutions.
The complete lists of clients with the necessary contact information will be provided by SB Corp. To ensure the confidentiality of the lists, the researchers and all partners should sign a Non-Disclosure and Confidentiality Agreement which contains the following items:
a. The list should be used for the purposes of this particular customer satisfaction survey and should not be shared with anyone who is not involved in the project.
b. The masterlist should only be provided to the researcher who will be doing the systematic selection. All field interviewers should only be provided with the list of customers that they will be contacting.
c. The list should be disposed off properly or returned to SB Corp. No copies of the lists, be it printed or in soft copy formats, should be left with the third-party agency.
Note: As part of the ESOMAR codes and guidelines, the identity of the respondents will be kept confidential from GCG to SB Corp.
METHODOLOGY
The provider shall ensure compliance to all the requirements provided under the GCG Guidelines in the conduct of the CSS.
The collection of data will...
Closing Date : 2019-07-09

Documents

 Tender Notice