Loading...
CONTRACT 5831C Amendment CLOSEDAgreement No. 5831 C Agreement No. THIRD AMENDMENT TO SERVICES AGREEMENT BETWEEN THE CITY OF EL SEGUNDO AND QUALITY SOLUTIONS, INC. This third Amendment is entered into this I" day of October, 2020, by and between the CITY OF EL SEGUNDO, a municipal corporation and general law city ("CITY") and QUALITY SOLUTIONS, INC., an Ohio Corporation ("CONSULTANT"). The parties agree as follows: This amendment is to increase the total amount of the Agreement by a not to exceed amount of $20,000 for FY 20-21 for services of Annual & Residential Survey Fees. 2. This Amendment may be executed in any number or counterparts, each of which will be an original, but all of which together constitutes one instrument executed on the same date. Except as modified by this Amendment, all other terms and conditions of Agreement No. 5381 remain the same. [Signatures on next page] -1- Agreement No. 5831 C Agreement No. IN WITNESS WHEREOF the parties hereto have executed this Amendment the day and year first hereinabove written. CITY OF EL SEGUNDO AL Scott Mitnick, City Manager ATTEST - for Tracy Weaver, .....w. __..,,,.. City Clerk APPROVED AS TO FORM: Mark D. Hensley„ City Attorney QUALITY SOLUTIONS, INC. Jo ickey sident Taxpayer ID No. _ 34-1659092 -2- City of E-J Segundo Proposal F or Implementation of Net P romoter firocesses to Measure Cu-StOer !A)YaW and Dn* Improvement 2020-2.1 Proposal © 2020 Quality Solutions, Inc. The contents of this presentation are under the copyright of Quality Solutions, Inc. Agreement No. 5831 C Quality Solutions, In.Z Net Promoter Score When you select Quality Solutions to assist you in your Net Promoter Score process you will have the assurance of knowing you are working with a Certified Net Promoter Consulting Firm. Our consultants are certified in Net Promoter implementation, design, analysis and follow-up services. Many of our clients utilize our ability to obtain competitive and industry NPS scores in support of their NPS benchmarking efforts. How much more valuable is a loyal customer than a satisfied customer? Answer: It can easily be as high as 2.5 to 2.6 x over four to five years The reasons are fairly obvious: • Cross sell products • Upsell existing products and services • Referral business • Source for product development ideas Companies with higher Net Promoter Scores are generally more profitable than their peers. A company's Net Promoter Score, or NPS®, is based on customers' likelihood to recommend the company's product or service. For example your customers would be asked: "What is the likelihood you would recommend to a friend or business colleague?" Your NPS is calculated as the percentage of customers who are Promoters, rating the company 9 or 10 on a zero-to-10 point scale, minus the percentage who are Detractors, rating 6 or lower. Net Promoter is much more than a metric. It represents a process or a discipline for using customer feedback which engages everyone to attain higher levels of customer loyalty and profitable business growth. Linking your NPS with other business metrics helps you understand how customer loyalty is driving the fundamentals of your business. NPS can also be linked with key operational metrics such as number of days to deliver a product or call center hold times. These links can then be applied within the technology to understand the impact of customer loyalty on business performance without requiring further analysis in a spreadsheet. Agreement No. 5831 C Net Promoter Score (NPS` Why should you implement a Net Promoter process? • Utilized to support a Customer Centric Business Model • A common metric to drive process improvement • A common metric to drive customer loyalty • Increase organic sales growth • Develop new business • Cross sell products and services Quality Solutions, Inc.0 • Enhance profitability through customer loyalty, retention, and growth • Understanding that each score represents an opportunity to increase profitability • The ROI on the effective use of the Net Promoter System can be astonishing Calculating Your Net Promoter Score A company's Net Promoter Score, or NPSO, is based on customers' likelihood to recommend the company's product or service. "What is the likelihood you would recommend to a friend or business colleague?" Your Net Promoter Score is calculated by subtracting the percentage of Detractors from Promoters to get an overall NPS as shown below: M r M Ms --tors= s e9e use e Example: Prom- n Passives = 36% Promoter 4Score@ 56% =, The Close Loop Ptocess Real -Time Escalation Alerts Agreement No. 5831 C Quality Solutions, In.0 Individuals in your business will be notified automatically, in real time, when customer follow-up is required. We will help you develop protocols or business rules to ensure that the reason for re -contact is clear and the right person is notified. There is a direct correlation between the effectiveness of your closed -loop process and your Net Promoter Score. If you want to improve customer loyalty your best avenue for improvement is through the closed -loop process Examining the underlying reason behind the score and developing effective customer -centric solutions can convert the Passive customer into a Promoter and minimize the number Detractors. Customer provides Survey responses feedback via !VPS are stored, analyzed Survey and reported As appropriate driver analysis is compared with Key Performance Indicators (KPls) Based on feedback, Escalation process is engaged Process owner triages the escalation event, and conducts call with customer to better understand the problem and potentially immediately resolve the issue 1) Preliminary Investigation 1) Corrective Action or 2) Root Cause Analysis potentially further escalate 3) Document the Case 2) Document the Case Investigation, Root Cause Analysis and Resolution become part of a Lessons Learned database Close Loop with Customer! Thank them for their assistance and outline the resolution Lessons Learned are shared with frontline management for coaching / training Unresolved issues are reported to management Agreement No. 5831 C H= Quality of ions, Inc.0 u3 la _ �_'ouad _t as L II C M'___ The City of El Segundo would like to implement a customer satisfaction / feedback system based on the Net Promoter Score Methodology. The system should provide actionable intelligence for city management. This project will consist of two surveys. One survey will be generated to provide feedback from the businesses while the second will focus on resident feedback. The city would like to utilize the format of the survey and reports prepared for 2019 in order to maintain consistency and provide historical comparisons. Escalation Reports: All surveys will be supported by escalation reports. Whenever a low NPS score or Overall satisfaction score falls below 6 and Escalation report will be triggered and sent to the appropriate point of contact within city government. Project Timeline: October 7-9, 2020 Pre -announcements to residents and businesses about the surveys & email addresses provided to Quality Solutions October 14, 2020 Paper surveys mailed to residents October 19, 2020 Emails are sent to residents and businesses with links to respective surveys October 22, 2020 Paper surveys received by the city are Fedex or UPS overnight to Quality Solutions for input October 27, 2020 Paper surveys received by the city are Fedex or UPS overnight to Quality Solutions for input October 30, 2020 By noon PST paper surveys received by the city are Fedex or UPS overnight Saturday Delivery to Quality Solutions for input October 30, 2020 5 pm PST - Surveys close for analysis & preparation of reports Feedback received by the city via paper survey after noon Oct 30th will not be processed. Analysis begins once the surveys are closed and reworking charts, graphs etc. would only result in significant increase in costs and delaying reporting results December 7, 2020 Presentation to city staff and management December 15, 2020 Presentation to City Council Each date activity is critical where slippage could result in presentation delay or extra costs to meet presentation dates. Agreement No. 5831 C Quality of ions, Inca. Quality Solutions, Inc. provides state of the art methods to assess the effectiveness of customer relationship management for companies throughout the world. Our team of seasoned professionals provides you and your customers with market research methods that respect the needs and demands of time, cost, and results. Our services are designed to address the critical business issues of customer loyalty, retention, and growth. Each of our services are further customized to meet the unique needs of our clients. In 2020, Quality Solutions, Inc. celebrated 30 years of internationally recognized service excellence. Quality Solutions, Inc. has the ability to design, host, administer, and analyze online surveys using our On Line Survey Solutions TM tools and professional analysts. Quality Solutions is a Certified NPS Consulting Firm. Our unique capability and resources ensure your Net Promoter journey is successful from the very start. Among our primary objectives is to help build the internal capacity within your organization to assure long term success. This includes developing of tools such as Escalation Notices and Case Management Tools to help you address the needs of individual customers who are classified as Detractors. Agreement No. 5831 C Our size doesn't get in the way of serving our clients ... we put our clients first Certified NPS Consultants We are willing to go the extra mile to help you successfully implement your NPS process Value... we know how much many of the other companies charge for their services... we have a simple question... for what? Agreement No. 5831 C Our Philosophy We believe we are uniquely qualified to become your partner by helping you succeed and exceed your goals and objectives. Quality of ions, Inca. u1 411 uc 4 4L CMM- • Teamwork= We have built a team of highly skilled professionals ready to serve your needs. • t Practices= Our processes have been H benchmarked by companies all over the world. We are committed to bring "state of the art" customized solutions which support attainment of your bottom line goals. Integrated y t = We are interested in building internal capacity within our clients to measure the predictors of customer satisfaction through Key Performance Indicators. We know that combining internal process metrics with the voice of the customer brings a powerful set of tools to the board room. Responsiveness= Time is money. Information and answers to pressing questions are more valuable when they are provided in a timely manner. We take pride in our ability to exceed our clients' expectations in terms of quality and responsiveness. Agreement No. 5831 C Fees: Pr�eingy of Sienices Annual Resident's Survey Annual Business Survey Quality Solutions, Inc.`. $7,250 plus $250 for every 100 paper surveys needing processed $7,250 The results will be presented to the city council by John Dickey via webinar or on site. Deliverables — Survey distribution (business and residents) — Input of paper surveys based on the timeline previously presented in this proposal — Note: There are three dates that paper surveys are to be boxed & sent to Quality Solutions for overnight delivery: • Oct 22 • Oct 27 • Oct 30 (Must be sent for Saturday overnight delivery — Analysis and preparation of reports — Full results reports (including escalation needs) for residents and business surveys — One presentation to city staff and management — One presentation to City Council Payment Schedule: Oct 15, 2020 - Initial deposit of $4500 December 30, 2020- Final payment of $10,000 for surveys performed in 2020. As you may have noticed we lowered our prices slightly from 2018-2019. We are prepared to maintain this new pricing for 2021 so long as there are no changes to the format of the surveys, or the analysis performed.