SW-118923 - USA (Illinois) - RFI for Customer Satisfaction Survey Platform - Deadline September 16,2026

Vendor needs to provide customer satisfaction survey platform.• Shall send unique survey links to each customer.• Shall allow the survey designer to create custom themes and survey templates.• Shall produce metadata behind demographic information of the survey response such as whether the customer completed a survey by an SMS/text link or an email link. Alternative survey link will be disabled once customer completes the survey.• Shall have the ability to cancel or disable survey link for customers that have already received a survey link.• Shall automate survey triggering based on a customer’s response to a question.• Shall have the ability to aggregate surveys sent to same customer but not yet completed, so that customer can respond to all surveys from within the latest reminder.• Shall support confidential surveys and use unique survey links. Survey results will be linked to customers via their survey code.• Shall display information on the date and number of surveys received, emails/texts sent to customers, emails/texts failed, emails/texts bounced, surveys started, and surveys completed.• Shall allow questions and survey send times to be customized or inserted based on geographic location, time zone, device type, or other criteria.• Shall provide a way for survey designers to display messages to survey respondents when survey respondents access the survey.• Shall allow the survey designer to change/customize the survey question and response options. This can include 5–point Likert scale, Yes or No answer, Free Text Fields, etc.• Shall provide ability to recognize a unique identifier associated to a particular shipment, and connect several different surveys to the same move and customer.• Shall have the ability to determine survey send dates using internal logic based on complex variables (e.g., previous survey responses, a number of days from receipt of a trigger file, a number of days from a date contained in a trigger file).• Shall have the ability to determine survey send timestamp and survey complete timestamp for all surveys.• Shall have the ability to send survey notifications to survey respondents following rules based on time zones provided in survey trigger file. (i.e., sent between 0800 – 1800 in the stated time zone).• Shall have the ability to properly address survey respondents following rules based on rank provided in the survey trigger file.