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CITY OF COLTON <br />AGENDA REPORT <br />For City Council Meeting of July 1, 1997 <br />DUPLICATE <br />TO: HONORABLE MAYOR & CITY COUNCIL <br />FROM: Gracie Fernandez Harmon, Acting City Manager <br />SUBJECT: Approval and Selection of Consultant for the Customer Satisfaction Survey <br />Pursuant to Article 5, Section 5.13 of the Taormina Industries Contract <br />DATE: June 25, 1997 <br />BACKGROUND: A contract was executed on June 3, 1996 between the City of Colton and <br />Taormina Industries, Inc. for Sanitation/Recycling collection and disposal services. As part of <br />this contract, Article 5, Section 5.13 stated that "contractor shall retain at its cost and expense an <br />independent consultant experienced in conducting surveys, approved by the City, to design and <br />implement aCustomer Satisfaction Survey inform acceptable to City,,. during the seventh month <br />following the scheduled completion of the Transition Plan and annually thereafter ..." The <br />purpose of this customer survey is to research Colton residents' level of satisfaction with Colton <br />Disposal collection *'ervices. Additional questions on customer satisfaction in other areas of City <br />services could be incorporated into this survey. <br />DISCUSSION/ANALYSIS: The following two proposals have been received from consultants <br />experienced in conducting such surveys and are submitted for review: <br />The Fairfax Research Group: Option 1: $10,000 to $10,400 (300 interviews) <br />Option 2: $11,200 to $11,600 (400 interviews) <br />Option 3: $12,500 to $12,900 (500 interviews) <br />Market, Research Associates: $10,700 to $11,200 (400 telephone interviews 10-12 minutes in length) <br />FINANCIAL IMPACT: There is no impact to the City of Colton. As noted above, the <br />contract stipulates that all expenses shall be incurred by "contractor". <br />RECOMMENDATION: That City Council approve the Customer Satisfaction Survey and <br />select a consultant to perform this survey as agreed upon in the contract entered into between the <br />City of Colton and Taormina Industries, Inc. <br />\ghdaMagendaVaormim cust survey.doc <br />Item # 25 <br />