Customer Satisfaction Surveys for Lakeland Electric

Lakeland Electric is soliciting proposals from qualified firms to conduct approximately 2,000 customer satisfaction surveys annually. The program encompasses four types of surveys: monthly transaction surveys with residential and commercial customers (100 responses per month from a pool of 30 questions with 15 randomly selected per call), twice-yearly surveys with the utility's 100 largest customers (50 annual responses), twice-yearly random surveys with small commercial customers (100 responses each survey period conducted in spring and fall), and twice-yearly random surveys with residential customers (500 annual responses conducted in spring and fall). All survey results must be delivered through a web-based reporting tool accessible to Lakeland Electric staff.

The selected firm must design surveys to elicit measurable, actionable improvement opportunities for the Customer Service department, with particular focus on how services are designed and delivered to customers. Respondents should provide feedback that enables the utility to identify specific areas for enhancement in service delivery and customer experience. Lakeland Electric is a municipally owned utility serving approximately 137,000 customers in the greater Lakeland, Florida area and is the third largest municipally owned electric utility in Florida and among the 50 largest in the United States.

Key deadlines include: Q&A deadline of March 17, 2025 at 9:00 PM ET and proposal submission deadline of March 24, 2025 at 6:00 PM ET. Procurement inquiries should be directed to Tara Walls, Senior Buyer, at tara.walls@lakelandgov.net or (863) 834-6780. Operational questions regarding survey specifications should be directed to Jessica Stanphill, Call Center Manager, at jessica.stanphill@lakelandelectric.com or (863) 834-1201.

Proposers must include insurance and safety documentation, complete vendor questionnaires, provide pricing proposals, and execute appropriate indemnification agreements. Safety and occupational health specifications apply to this contract.