Website Customer Satisfaction Data Collection and Analysis Service

The government authority located in Suitland, Maryland, is seeking a vendor to provide website customer satisfaction data collection and analysis services. The agency needs to measure user satisfaction, clean the collected feedback, and evaluate the overall usability of its website. This project aims to solve the challenge of gathering and analyzing high-quality, valid user feedback to improve the digital experience. The scope of work covers four primary areas, beginning with the design of a customized data collection instrument containing a combination of closed and open-ended questions. The selected vendor must develop a sample plan and provide the necessary code to be placed on the website for digital data collection. This online survey methodology must capture at least 25,000 responses per year. The agency requires the vendor to employ best-practice data cleaning measures to ensure the collected data is free from straight-lining, spam, or bot responses. Additionally, the vendor must perform a usability audit review of the website. This expert evaluation will use an industry-standard set of heuristics to assess ten key pages and four primary use cases of the site. Eligibility is restricted to onshore organizations based in the United States. The agency requires the performance of all work to be conducted offsite. Bidders must submit their proposals digitally via email or through the designated online portal. The agency has not disclosed a specific budget and is currently looking for proposals to determine the cost.