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Conduct of Baseline Customer Satisfaction Survey Tender, Swaziland - 33925438

NATIONAL MAIZE CORPORATION has floated a tender for Conduct of Baseline Customer Satisfaction Survey. The project location is Swaziland and the tender is closing on 19 Jul 2019. The tender notice number is NMC RFP-19-003, while the TOT Ref Number is 33925438. Bidders can have further information about the Tender and can request the complete Tender document by Registering on the site.

Procurement Summary

Country : Swaziland

Summary : Conduct of Baseline Customer Satisfaction Survey

Deadline : 19 Jul 2019

Other Information

Notice Type : Tender

TOT Ref.No.: 33925438

Document Ref. No. : NMC RFP-19-003

Competition : ICB

Financier : Self Financed

Purchaser Ownership : -

Tender Value : Refer Document

Purchaser's Detail

Purchaser : NATIONAL MAIZE CORPORATION
11th Street Matsapha Industrial Site, P.O. Box 1775, Matsapha, Tel: +268-25187432, Fax: +268-25184461, Cell: +268-78027400
Swaziland
URL :www.nmc.co.sz

Tender Details

Request for proposals are invited for Conduct of Baseline Customer Satisfaction Survey 13th June 2019 Matsapha, Swaziland.

SCOPE OF WORK

The scope of work for the consultant shall include the following;

a) Develop a world renowned methodology for conducting customer satisfaction survey which

should be customized to NMC operating environment and legislative framework.

b) Develop a composite measure of customer satisfaction and use it to determine the overall

rating of the current level of satisfaction

c) Determine the quality of service delivery as perceived by the customers

d) Identify whether expectations are being met or otherwise

e) Identify gaps in service delivery

f) Identify the sources of customer complaints/dissatisfaction in regard to service delivery

g) Incorporate in the analysis the result gathered from the internally conducted customer

satisfaction survey

h) Identify the coverage and minimum sample size to be surveyed

i) Propose service improvement measures

j) Identify and analyze customer satisfaction levels against expected revenue growth of NMC in

line with the corporate strategy.

k) Prepare and deliver a comprehensive report detailing the methodology, findings, and

recommendations from the assessment.

l) Conduct training workshops for all levels of staff (30 staff-provide unit cost) on how to

improve customer satisfaction and milestones to be achieved.

m) Prepare and present a fifteen (15) minute presentation on the understanding, methodology,

tools and interventions of the baseline customer satisfaction survey (presentation date TBA).