Customer Satisfaction Surveys for Lakeland Electric (Re-Bid)

Lakeland Electric, a municipally owned utility serving approximately 137,000 customers in the greater Lakeland, Florida area, is seeking proposals from a qualified firm to conduct customer satisfaction surveys. The contractor will be responsible for administering approximately 2,000 satisfaction surveys annually, comprising four distinct survey types: monthly transaction surveys with residential and commercial customers (100 responses per month from 30 questions, with 15 randomly selected per call); twice-yearly surveys of the utility's 100 largest customers (50 annual responses); twice-yearly random surveys of small commercial customers conducted in spring and fall (100 responses each season); and twice-yearly random surveys of residential customers conducted in spring and fall. The surveys must be designed to elicit measurable, actionable responses that provide improvement opportunities for the Customer Service department, with particular focus on how services are designed and delivered to customers.

The contractor will be required to provide web-based reporting tools for survey result analysis and maintain compliance with all applicable insurance and safety requirements, including contractor safety evaluation and annual audit procedures. Key dates include a Q&A deadline of December 8, 2023 at 10:00 PM EST and a proposal submission deadline of December 15, 2023 at 7:00 PM EST. Lakeland Electric is the third largest municipally owned electric utility in Florida and among the 50 largest in the United States, demonstrating the scale and importance of this customer research engagement.

Responding firms should demonstrate experience in utility customer satisfaction research, survey design and administration, statistical analysis capabilities, and experience serving large municipal utilities. Submissions must include detailed pricing proposals, vendor questionnaires, evidence of required insurance coverage, and completed contractor safety evaluation forms and annual audit documentation as specified in the RFP attachments.