Quotations are hereby invited from suitable service provider for Customer care satisfactory survey. Scope of works: The main objectives of the surveys are: (1) To understand the customer segments; (2) To identify problems and issues concerning the municipality performance in the delivery of services to customers; (3) To benchmark the municipality current performance against customer needs, expectations and demands; (4) To help set performance targets for improving the municipality delivery of services: (5) To identify need for improvement in key municipality business processes that deliver those services; (8) To set baseline performance indicators for the monitoring and assessing how municipality is achieving breakthroughs in the delivery of services to their customers; (7) The survey shall provide the basis for a reasonable assessment of the needs and expectations of ward one customers, as well as measure progress in performance of individual municipality directorate that render such services. Role of a service provider: The customer satisfaction survey activity entails: • Identification of customer segments in more detail; • Listing the types of municipality interfaces with customers; • Categorization of services received by different customer segments; • Characterization of quality of services received by various segments/units. Duration: The project time frame is three (3) months from the date of appointment of the service provider. (Tender №113346705)