Customer Satisfaction Surveys for Lakeland Electric (Re-Bid)

Summary Lakeland Electric (LE) is seeking proposals for a firm to conduct approximately 2000 satisfaction surveys per year. The current program consists of four types of customer satisfactions surveys: monthly transaction surveys with our residential and commercial customers, twice per year surveys with our 100 largest customers, and twice per year random surveys with small commercial and residential customers. Both sets of random surveys have historically been conducted in the spring and fall. The surveys must be designed to elicit responses that provide measurable, actionable improvement opportunities for our Customer Service department, focusing on how we design and deliver services to our customers.