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Vendor Overview for Customer Satisfaction Survey : Wireless Operations

NRD WirelessJuly 27th, 2015 Gandhi Kumar

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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)*

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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)*

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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

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Thank You!

Questions, comments, or feedback?