The objective of this Request for Proposal (“RFP”) is to find an experienced, reliable vendor to provide the Clayton County Water Authority with a baseline Customer Satisfaction Survey (“the Survey”) to measure the attitudes and perceptions of the customers served by the Authority. The data collected will be used to better understand customer needs in a proactive manner, with an end goal towards providing enhanced customer service. The baseline survey will need to be completed in the Spring of 2025. CCWA conducted customer satisfaction surveys in 2014, 2016, and 2018 to gather feedback from residential customers on their overall satisfaction with Clayton County Water Authority, as well as their experiences and perceptions regarding water quality, billing processes, communications with CCWA, and various programs offered. Since then, CCWA has implemented a new Customer Service Information System, introducing several process improvements. These include expanded customer self-service options and the installation of two kiosks. Additionally, the satellite location in Forest Park has been transitioned into a customer self-service payment center, and the customer area at headquarters has been expanded. These efforts aim to enhance customer experiences and improve overall satisfaction. CCWA wishes to continue in our drive towards excellence by better understanding customer attitudes and capturing customer concerns, which will be used to improve service on a continuous basis.
