US POSTAL SERVICE 475 L'Enfant Plaza, SW Room 4541 Washington DC 20260-6237

R -- MANAGEMENT OF THE UNITED STATES POSTAL SERVICE CUSTOMER SATISFACTION MEASUREMENT SYSTEM SOL 102590-97-A-0031 DUE 031997 POC Paul R. Courtemanche, Contracting Officer (202) 268-5752. The US Postal Service is soliciting WRITTEN requests from companies interested in receiving a copy of the solicitation to provide an independent measure of the satisfaction levels of the Postal Service's customers. There are three key components to this solicitation: 1. Surveys to measure general perceptions, 2. Event-based surveys, and 3. Task order arrangements. The postal Service customer base has been divided into four segments for the purpose of measuring customer satisfaction: 1. Residential customers, 2. Business accounts, 3. Premier accounts, and 4. National accounts. Data will be collected for residential customers and business accounts using a mail-out/mail-back data collection method. For premier and national accounts, data will be collected through telephone surveys. The Postal Service is expanding its use of measurement systems that measure a specific customer event. The first such system has been established to measure customer satisfaction with two call-center pilots and will be expandedunder this solicitation to include, at a minimum, the first National Service Center. Data collection will occur through mail-out/mail-back surveys for calls where customer information is available. Call-back interviews will be conducted for customers who call the center but do not provide information about themselves. In order to meet unanticipated and/or undefined requirements at the beginning of the contract, this solicitation also establishes a task order arrangement for four additional types of services: 1. Other event-based surveys, 2. Local studies, 3. Special topic studies, and 4. Corporate Information System application development. It is anticipated that the solicitation for these services will be released on or before February 18, 1997. Interested offerors should not use the telephone to request additional information prior to the release of the solicitation or to request a copy of the solicitation. Please submit your written request no later than January 31, 1997. (0002)

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