CCK Consultancy to Carry Out a Customer Satisfaction and Perception Survey

The Communications Commission of Kenya (CCK) is the independent regulatory authority for the ICT industry in Kenya with responsibilities in telecommunications, radio communication, electronic commerce, broadcasting and postal services.

As a public body, the Commission ensures that provision of its services is conducted in a manner that is of most benefit to Kenyans and the economy. In particular to holders of licenses issued by the Commission, consumers of communication services, and interested investors.

The Commission intends to carry out a consumer satisfaction and perception survey which will seek to find out the progress that has been made on recommendations from previously conducted surveys.

The annual customer satisfaction survey’s main objective is to measure the level of satisfaction of the Commission’s customers with regards to the Commission’s responsiveness, effectiveness and timeliness in service provision.

The perception segment of the survey is primarily geared towards establishing the level of public awareness, knowledge of the Commission and its services and whether the Commission is executing its mandate satisfactorily.

The Commission therefore invites sealed tenders from eligible and interested LOCAL FIRMS for the above services for a period of three (3) years from 2010 to 2012. Bidders are required to provide the following documents when submitting their expression Of Interest (EOI) proposals

1. Company profile (Company history, contacts, products/services, affiliations, etc.)
2. Official Documents: Certificate of business registration/ Certificate of incorporation in Kenya, Valid KRA Tax compliance certificate, VAT Registration & PIN Number.
3. Demonstration of at least five (5) years experience in carrying out customer satisfaction and perception surveys.
4. Descriptions of at least three (3) similar surveys carried out in the last five years and reference letters from the said client organizations together with contact persons.
5. Demonstration of financial capability in carrying out the survey by attaching audited accounts for the last two (2) years.
6. Give a brief description on the proposed methodology and schedule of implementation of carrying out the survey.

The EOI should be submitted in plain sealed envelopes clearly marked, CCK/EOI/03/2009-2010 “EXPRESSION OF INTEREST (EOI) FOR CONSULTANCY TO CARRY OUT A CUSTOMER SATISFACTION AND PERCEPTION SURVEY” to be deposited in the tender box on the ground floor of the CCK Centre or sent to the address given below, so as to reach on or before 14th July, 2010 at 2.30p.m.

The Secretary
Tender Committee
Communications Commission of Kenya
P.O. Box 14448 Nairobi 00800
Tel: 4242000
Fax: 4242335
Mobile: 0736 121515/ 121414, 0727 531278/531279

EOI’s shall be opened soon thereafter at the Commission’s 1st floor meeting room in the presence of the bidders representative(s).

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