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1
Vendor Overview for Customer Satisfaction Survey : Wireless Operations
NRD WirelessJuly 27th, 2015 Gandhi Kumar
2
I. Project Preparation
Wireless Operations’ staff (8 in total).
{2 weeks from start}*
Wireless Operations customers (10 in total) (2 weeks from start}*
Administer, telephone Customer Satisfaction Survey,
attempting to contact 10 participants in Wireless Ops
{2 months from start)*
II.Focus Interviews (internal)
III. Focus Interviews (customers)
V. Interview Administration
(internal)
Plan, Calendar, Logistics,
Survey participants identificationTentative – 1st of any month
Bourke Business Intelligence
Design a survey questionnaire, 15- 20 Q’s (ranking) & 2/3
open-ended Q’s{1 month from start)*
IV. Survey Design
Administer, telephone Customer
Satisfaction Survey, attempting to contact 70 participants in
Customer &contractors{2 months from start)*
VI. Interview Administration
(external)
* All dates are targeted completion
dates
VII. Analysis of Data
Compile and analyze the data(2.5 months from start)*
VIII. Assessment Results and Findings
Presentation summarizing survey
findings and a data CD or data export to Wireless
Operations Senior Management
(3 months from start)*
3
I. Kick-Off Meeting & Project Scope Confirmation
Develop Interview guide and survey questions
(3) members of the NRD team and three (3) NRD customers – chosen by
NRD{2 weeks from start}*
Distribution of pre-emptive letters ~ (1) week prior to RDA Group’s contact initiation
{2 weeks from start}*
III. Interviewer Guide Complete
IV. Pre-emptive Letters Distributed
Plan, CalendarTentative – 1st of any month
RDA Group
Telephonic, 121, Direct feedback, identify
service needs, gaps, flexible Q’s
{10 days from start)*
II. One-on-one Focus Interviews
Preparation
5-7 RDA Officers will conductinterviews . Interviews of 60 of 70 NRD customers to be completed, audio recording done, 15 mins / interview • Introduction/purpose of
interview.• Twenty (20) closed-end
(i.e. ranking) questions.• Five (5) open-end
questions.• A disclosure that the
interviews will be recorded.
• A question asking the customer if their individual responses
5 call attempts per contact
VI. Executive Interviews
* All dates are targeted completion
dates
VII. Analysis & Reporting
VIII. Presentation ofFindings
Report of Findings (approximately 20-30 slides in PowerPoint
format(2 months from start)*
NRD to share required info sample file and number of
customers to be included in research
{2 weeks from start}*
V. Sample File Provided to RDA Group
Graphics, tables, and audio clips will be displayed throughout the report. Further, this report will contain a mix of both
qualitative and quantitative findings
(1.75 months from start)*
4
Bourke vs RDA Group
Scope of Work Business Days
Kick-Off Meeting & Project Scope Confirmation Day 1
One-on-one Focus Interviews Complete Day 10
Interviewer Guide Complete Day 15
Pre-emptive Letters Distributed Day 15
Sample File Provided to RDA Group Day 15
Executive Interviews Complete Day 40
Analysis & Reporting Day 55
Presentation of Findings Day 60
Scope of Work Business Days
Project Preparation Day 1
Focus Interviews (internal) Day 15
Focus Interviews (customers) Day 15
Survey Design Day 30
Interview Administration (internal) Day 56
Interview Administration (external) Day 56
Analysis of Data Day 71
Assessment Results and Findings Day 85
Bourke RDA
$ 45,950.00 $ 25,000