1. 1
Vendor Overview for Customer
Satisfaction Survey : Wireless
Operations
NRD Wireless
July 27th, 2015
Gandhi Kumar
2. 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 identification
Tentative – 1st of any month
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. 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, Calendar
Tentative – 1st of any month
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 conduct
interviews . 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 of
Findings
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. 4
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
$ 45,950.00 $ 25,000
