TENDER NO. PR/4140

CUSTOMER SATISFACTION SURVEY – 2009

SYNOPSIS OF SCOPE OF WORK

The scope of works is to conduct two types of researches: Qualitative Research and Quantitative Research as per the followings details:-

QUALITATIVE RESEARCH

After completing its review of the background materials the Consultant will prepare a summary of the goals and objectives to serve as an initial guide for this survey and a draft schedule for the deliverables and other tasks. This initial guide can be updated after completing the focus group(s) to reflect what is learned from these consumer interactions.

Objectives

The qualitative research shall address the following objectives to:

Evaluate the environmental image of the company.

Determine the importance of government run projects versus private business run project.

Determine the proposed customer expectation from the company

Evaluate motivation of customers towards the company

Research Methodology

The Consultant required to conduct focus group interview in order to get their feedback of the above-mentioned objectives. All expenses towards the group interview, including place and gifts for participants, shall be borne by the Consultant. The focus group interview shall be performed but not limited to the following:-

1-       The participant shall be from the non connected area.

2-       Each focus group will consist of approximately 6 to 9 participants

3-       Composition of the focus group interviews as per the following:-

Omani Male group

Omani Female group

None Omani Male group

None Omani Female group

4-       The Consultant shall make video recordings of the interviews after obtaining written permission from the participants.

5-       Period of Performance, to complete all focus group interviews in April 2009

After conducting the focus group, the Consultant will provide the Client a report of this research, including a copy of all data produced or generated from the interviews notes and copies of videotape recordings. Consultant will also update the initial guide summarizing the goals and objectives of this research, to reflect feedback from the focus group.

QUANTITATIVE RESEARCH

 Objectives

The customer satisfaction survey aimed to:

Investigate the Satisfaction of existing Haya Water (OWSC) customers

To investigate levels of satisfaction with the services provided by Haya Water (OWSC) and OIFC (Outsourced Customer service and billing and collection operation)

To determine if the service is meeting customer expectation

For operational queries, determine how well customer contacts are dealt with and whether issues are resolved to the satisfaction of the customer

For billing queries to determine, efficacy of response from OIFC

For customers receiving the service but making no contact with the company in the last year, determine satisfaction of bill, accuracy, estimation of use, information provided

Prospective customer research in the area where sewer networks are currently being built (Boushar Network Area)

Determine awareness of  Haya Water (OWSC)

Assess levels of satisfaction on the way construction work has progressed

Assess preparedness to pay for wastewater services from when connection put in place

Levels of communication and preferred medium required for the new connection process

Determine present and potential media as sources of information about the brand

Determine the brand image recognition

Research Methodology

Target population:  All main decision maker of the building in Muscat Governorate

Sample size: Total sample size 875 details are presented in the following tables:

          Table (1): sample size for the connected area

          Table (2): sample size for none connected area

Method of Data Collection: face to face interview

Instrument of data collection: Questionnaire