Patent and Trademark Office, Office of Procurement, Box 6, Washington, DC 20231

R -- CUSTOMER SURVEYS SOL SS-PAPT-8-10001 POC Marjorie Powell, Contract Specialist, phone (703)305-8218 The Patent and Trademark Office (PTO) intends to procure services of a qualified firm to perform customer satisfaction surveys for the PTO utilizing simplified acquisition procedures. As part of an ongoing effort to continue to receive feedback from customers and to improve our products and services, the PTO conducted surveys of its external customers in 1995 and 1996. The Statement of Work involved two (2) surveys: Patents and Trademarks. PTO plans to continue to survey its external customers in both the patent and trademark areas of the PTO with the next survey to be conducted in March of 1998. There are multiple formal surveys which are almost identical. PTO is soliciting interest from consultants to perform the following major tasks relating to these two customer satisfaction surveys [Note: PTO will use the same survey instrument, with minor modifications, that was used in both 1995 and 1996. The survey is six (6) pages long and contains approximately 60 questions (with five (5) open ended questions)]: (1) Recommend methodology for determining sample sizes for conducting the surveys in both the trademark and patent areas of the PTO. The patent sample must be stratified to reflect the seven (7) major industry sectors (technology areas); (2) Print surveys, develop mailing labels (from PTO provided electronic formatted address files) and mail surveys to selected samples with pre-addressed return envelopes; (3) Conduct follow-up reminders/mailings to achieve at least a 50% response rate for both surveys, and recommend strategy for achieving high response rates; (4) Receive completed surveys and enter data into electronic format. Key in and categorize all written comments; (5) Compile and analyze data from surveys including written comments. Advanced statistical analyses techniques including regression analysis should be included as part of the analysis process; (6) Prepare a comprehensive written report including a comparison of results to previous survey(s) (Use of charts, graphs and other visual representations should be include as an integral part of the report); (7) Conduct briefings with PTO executive staff and managers with the results of the survey; (8) Provide PTO with both written and electronic versions of the data and final reports. Estimated completion date for this project is June 30, 1998. All interested parties should submit a capabilities statement within fifteen (15) days of the date of this synopsis to the following: U.S. Patent and Trademark Office, Office of Procurement, Attention: Marjorie Powell, 2011 Crystal Drive, CPK-1, Room 810, Arlington, VA 22202. All responses should reference No. SS-PAPT-8-100001. Facsimile responses will be accepted (FAX No. (703)305-8294). All responsible sources will be considered by the Agency. (0365)

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