Customer Satisfaction Data Collection and Analysis

Statement of Work (SOW)

To obtain support for the delivery of customer satisfaction assessment services for the Bureau of Economic Analysis (BEA) website (www.bea.gov), enabling the agency to collect satisfaction metrics and visitor comments to improve user experience.

• Design a customized Data Collection Instrument/Survey (approx. 40-50 questions, <15 min completion) using a combination of closed and open-ended questions.

• Develop a sample plan for data collection, including survey pop-up rates, page view criteria, cookie duration, and specific pages for survey appearance. A static link for feedback will also be considered.

• Develop and provide necessary code for an online survey to be placed on the BEA.gov website.

• Collect at least 25,000 responses annually.

• Program and test online surveys for accuracy and reliability.

• Provide data modeling and analysis of collected data, including data cleaning, calculation of customer satisfaction indices and performance scores, and analysis of satisfaction drivers.

• Perform a usability audit of www.bea.gov using industry-standard heuristics, focusing on ten key pages and four primary use cases.

• Comply with the Privacy Act of 1974 and obtain clearance under the Paperwork Reduction Act.

• Comply with Federal Section 508 guidelines for accessibility.

• Customer satisfaction indices and performance scores will be calculated.

• Analysis will identify impact value for satisfaction drivers to inform priority setting and process improvement.

• Period of Performance: One year from award date, with 4 possible option years.

• Place of Performance: BEA, 4600 Silver Hill Rd, Suitland, MD 20746. Contract staff will work fully remotely.

• Hold a kick-off meeting within 3 business days of award.

• Provide a project plan within one week of the kick-off meeting.

• Provide login credentials to a cloud-hosted reporting portal for up to 25 users.

• Schedule virtual presentations of results up to four times per year upon request.

• Prepare and present a usability audit in a one-hour presentation and written report.

• Government-furnished resources (e.g., telephones, building utilities) will be provided in "as is" condition.

Solicitation / RFP / RFQ

This Request for Quotation (RFQ) seeks quotes for customer satisfaction assessment services for the Bureau of Economics Analysis (BEA) website (www.bea.gov). The goal is to collect metrics and comments to improve user experience. The North American Industry Classification System (NAICS) code is 941910. This procurement is a 100% Small Business set-aside.

• Design and implement a customized web survey instrument (online) capable of collecting at least 25,000 responses annually. The survey should take less than 15 minutes to complete (approx. 40-50 questions with up to 3 open-ended questions) and generate Customer Satisfaction (CSAT) scores.

• Provide the necessary code for website placement and detail the programming/testing process.

• Plan for periodic contact with BEA for survey results discussion, changes, analysis, and recommendations.

• Ensure compliance with the Privacy Act of 1974, Paperwork Reduction Act, and Section 508 accessibility guidelines.

• Develop a customized sample plan considering visitor volume and specific page feedback.

• Conduct an expert usability audit of www.bea.gov using industry-standard heuristics.

• Provide FedRAMP compliance support to assist BEA in securing an Authority to Operate (ATO) or Authority to Use (ATU).

• The acquisition will result in a Firm-Fixed-Price Purchase Order.

• Period of Performance: One year from the date of award, with 4 possible 12-month option periods.

• Quotations must be submitted electronically via email by Friday, June 26, 2026, at 2:00 PM EST.

• The submission must be divided into two separate sections or files: Technical Quotation (5-page limit) and Price Quotation (3-page limit).

• A Business Cover Page (1-page max) is required with the Price Quotation, including company name, address, UEI, Cage Code, and contact information.

• Quotes are valid for 120 calendar days.

• Award will be made to the responsible offeror submitting the Lowest Priced Technically Acceptable (LPTA) quote.

• Evaluation factors include Technical Contents and Price.

• This RFQ is a 100% Small Business set-aside.

• All communication regarding this RFQ should be via email to Kristine Pendergast (kpendergast@doc.gov).

• The deadline for submitting questions is Wednesday, June 17, 2026, at 10 AM EST. Responses will be posted by June 19, 2026.

• Applicable clauses are incorporated by reference, with full text available upon request or electronically at acquisition.gov/far/index.html.