A. Frequency & Volume – complete the surveys as follows: A. Transaction – monthly, 100 completed surveys per month. B. Large Commercial – once in the spring, once in the fall, 25 each time. C. Random Residential – once in the spring, once in the fall, 250 each time. D. Random Small Commercial – once in the spring, once in the fall, 100 each time. B. Length of Questionnaire – LE’s preference is to limit the questionnaire to 15-20 questions addressing transactions, frequency and duration of outages, rates, services offered by the utility, and some questions for issues that may change yearly. LE is willing to consider alternative approaches by the vendor for this objective. C. Reporting – the preference is for web-based reporting with zero (0) LE staff time needed for assembling the report, reports must be published within the first week of each month. The reports must include both the numerical ratings as well as the verbatim customer comments. D. Scope – the current questions are attached as a reference and guide to the type of questions each of the surveys should contain. LE is willing to consider alternative approaches by the vendor for this objective. E. Data Transfer – firms should be able to retrieve transaction data and/or customer account contact information from LE’s Harris/Cayenta Customer Information System for the transaction and random surveys. For the commercial surveys account information is transferred via an Excel file.
