Tender Summary: Provision of Client Satisfaction Survey Services

Objectives

The primary objective is to appoint a qualified service provider to design, execute, and manage end-to-end client satisfaction survey services for the Cape Town International Convention Centre (CTICC). The initiative aims to systematically capture, analyse, and leverage client feedback to improve service quality, enhance event experiences, and drive continuous operational improvement.

Scope of Work

• Develop and deploy targeted satisfaction surveys across all client interaction points, including pre-event, during-event, and post-event phases.
• Manage data collection through multiple channels while ensuring high response rates and representative sampling.
• Clean, validate, and analyse survey data to identify performance trends, client expectations, and service gaps.
• Produce comprehensive analytical reports with actionable recommendations tailored to CTICC’s strategic priorities.
• Maintain strict adherence to data protection standards and ensure confidential handling of all respondent information.

Technical Requirements

Bidders must demonstrate proficiency in leveraging modern survey infrastructure and analytics capabilities, including:

• Access to reliable, scalable survey deployment platforms capable of handling concurrent high-volume responses.
• Secure data encryption, storage, and transfer protocols compliant with applicable privacy legislation.
• Advanced statistical analysis tools and visualisation dashboards for real-time monitoring and historical tracking.
• System interoperability and API readiness to integrate seamlessly with existing CRM and event management systems.

Skills Requirements

Proposals must evidence possession of, or direct access to, specialised expertise in:

• Survey design, psychometrics, and question optimisation for diverse audience segments.
• Quantitative and qualitative data analysis, including trend identification and benchmarking.
• Project management, vendor coordination, and timeline adherence for multi-phase rollouts.
• Strategic reporting, executive summarisation, and presentation of complex datasets into clear business insights.
• Customer experience methodology and continuous improvement programme facilitation.

Evaluation & Compliance Framework

Tenders will be assessed using a functionality scoring model with a mandatory minimum threshold of 70 points. The scoring allocation comprises 80 points for price, 15 points for Broad-Based Black Economic Empowerment (B-BBEE) status, and 5 points for locality. Eligibility requires registration on the CTICC Vendor Database and/or the Central Supplier Database prior to the adjudication date. Strict submission protocols apply: bids must be physically sealed, correctly addressed, and deposited by the specified deadline. Late, emailed, or faxed submissions will be automatically disqualified. The CTICC retains full discretion to accept, reject, or partially award any proposal.

Explanation of Unusual or Complicated Terms

• B-BBEE Status: A South African regulatory framework that evaluates companies on their contribution to economic transformation, including ownership, management control, skills development, and enterprise development. Points are awarded based on an independently verified rating certificate.
• Locality Preference: A municipal procurement incentive that grants additional evaluation points to businesses registered and operating within a designated geographic area to stimulate regional economic growth and job creation.
• Functionality Scoring: A two-stage evaluation process where bidders first compete on qualitative and technical merits. Only those meeting the minimum functionality threshold advance to the price comparison stage.