U.S. Department of Commerce, Acquisition Services, 14th & Constitution Ave., NW, Room 6516, Washington, DC 20230

B -- CUSTOMER SATISFACTION SURVEYS POC Nancy Hesser The U.S. Department of Commerce's International Trade Administration (ITA) seeks guidance from private-sector firms to determine the feasibility of using contract services to conduct customer surveys for the Commercial Service (formally referred to as the U.S. and Foreign Commercial Service). The Commercial Service is not committed to procuring services at this time but intends to explore alternate means of conducting the surveys. In addition to economic concerns, the Commercial Service seeks to identify the most efficient methods available. Surveys are currently conducted by a quality assurance unit created in support of the National Performance Review recommendation that Government agencies establish performance measures and consistent customer feedback mechanisms. The Commercial Service's surveys are designed to gauge satisfaction and results relating to use of market information services, participation in trade events, and export counseling. Surveys are conducted for 12 programs, 9 of which are surveyed on a quarterly basis and 3 of which are surveyed annually. The entire universe of clients ranges from 5,000 to 20,000 firms. This survey pool is segmented, as surveys are conducted on a program-by-program, or event-by- event, basis. Quarterly mailings target nine separate survey pools, which typically range in size from 15 to 350 firms. Program-specific data for each program are analyzed in quarterly and annual reports. Current methodology entails mailing printed survey questionnaires and applying direct-mail marketing techniques to ensure the highest possible response rates. Related functions include designing and printing a series of customer surveys addressing program-specific performance measures, file scrubbing (''deduping'' and formatting client lists), file maintenance, coding surveys, preparing customized mail-merge letters, assembling outgoing packages, sending reminder notices to non-respondents, implementing and testing techniques for raising response rates, entering and tabulating response data, alerting program managers to problems requiring immediate attention as well as success story leads, and developing quarterly and annual reports for each of the programs covered. Reports include (a)an outline of the methodology used; (b) a summary of response rates; (c) calculations of such statistical measures as response means, regression analyses, correlation coefficients, and frequency distributions, presented in visual formats such as charts, tables, and graphs; (d) a narrative summary explaining statistical findings and their significance; and (e) recommendations for product improvement, as consistent with program objectives, operations, and capabilities. Quarterly and annual reports are followed up with one-on-one meetings with each product manager to review findings and discuss improvement recommendations. Private-sector organizations are invited to provide information about their capabilities including but not limited to 1) corporate history, 2) identification of similar project(s) performed, 3) business size and 4) cost estimates for delivering the above services. Suggestions regarding alternative methods are also welcome. Responses should be made by mail no later than 30 days from the date of this notice to U.S. Department of Commerce, Quality Assurance Staff, Room 2002, 14th and Constitution Ave., N.W., Washington, DC 20230, ATTN: Nancy Hesser. (0258)

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