HomeMy WebLinkAbout04.a. Cost of Customer Satisfaction Survey4.a.
Central Contra Costa Sanitary District
May 5, 2014
TO: FINANCE COMMITTEE
VIA: ROGER BAILEY, GENERAL MANAGER
DAVID HEATH, DIRECTOR OF ADMINISTRATION Q
MICHAEL SCAHILL, COMMUNICATION SERVICES MANAGERib
FROM: THEA VASSALLO, FINANCE MANAGER Q°
SUBJECT: COST OF CUSTOMER SATISFACTION SURVEY BY VPI STRATEGIES
Per Communication Services Manager Michael Scahill, the total cost for the survey is
not to exceed $75,000. Below is the scope of work, which includes a breakdown of
each phase of the survey process:
CUSTOMER SATISFACTION SURVEY
VPI STRATEGIES SCOPE OF WORK
DISCOVERY — PHASE 1 - $7,500 completed by March 31, 2014
This phase is crucial for setting the stage foundation for a successful survey project. VPI
will decide the form the following phases take:
• The VPI team will review current strategic planning efforts and pull customer
questions from other projects that will be pertinent to this project as fodder for
idea generation.
o Goals for knowledge gained, sample size, launch and follow -up vehicles,
acceptable response rates and best timing will be determined.
• Consultant Sherri Petro will interview Board Members individually to determine
their expectations and what they want to know about customers. Interviews will
take place February 24 - March 5.
• Consultant will present the combined question concepts from Board and staff at
the March 20th Board meeting with Dr. Bienati, project timeline and final
presentation format.
• The VPI team will stage its survey software.
EXPECTED OUTCOMES:
• Project plan with timeline for following phases.
• Design the query strategy (survey, follow -up email contact, stakeholder facilitated
discussions) and source channels, if applicable.
• Draft comprehensive notes which can be used as strategic planning continues
and agreed -upon inquiry and communication vehicles.
Finance Committee
Cost of Customer Satisfaction Survey by VPI Strategies
Page 2 of 3
DESIGN — PHASE 2 - $17,500 completed by June 7, 2014
• Consultant will:
o Refine the question concepts for all vehicles chosen.
o Write the actual questions and provide potential answers for best
response rates.
o Identify the best incentive structure.
o Create the comprehensive communication plan with various touch points.
o Work with Michael Scahill and his design team to draft outreach materials.
o Author scripts for introductory and any reminder messages.
EXPECTED OUTCOMES:
Consultant will write the questions and determine the best and most economical
inquiry instrument(s) to gain answers. The types of questions determine the best
instrument(s) and communication vehicle(s) to use.
Consultant will provide Communications plan
Consultant will provide launch -ready materials for agreed -upon inquiry and
communication vehicles
DELIVERY - PHASE 3 — Price not to exceed $20,000 based on vehicles chosen in
PHASE 1. To be completed by August 15, 2014.
The VPI team will launch the survey. Sherri and Larry will conduct up to ten stakeholder
interviews and facilitate up to five stakeholder and customer groups.
• First wave using appropriate instruments launched in early July with three week
response time.
• Potential second wave reminders
• Stakeholder interviews with summary notes ($4,500 total) conducted in late
July /early August.
• Conduct facilitations the first week of August, develop summaries and report out
($3,000 each)
EXPECTED OUTCOMES:
• Survey to market
• In -depth stakeholder interview themes
• Facilitated discussions highlights
ANALYSIS AND REPORTING - PHASE 4 — $30,000 — Complete September 30, 2014
The VPI team will:
• Analyze all data points
• Create a framework for results
• Synthesize and theme all materials
• Prepare a final report and PowerPoint
Finance Committee
Cost of Customer Satisfaction Survey by VPI Strategies
Page 3 of 3
EXPECTED OUTCOMES:
• Final report
• Presentations to executives and board
PROJECT LENGTH
February 17, 2014 — September 30, 2014
INVESTMENT
Phase 1 - $7,500
Phase 2 - $17,500
Phase 3 — $20,000
Phase 4 - $30,000