Objectives

The primary objective is to conduct an independent Client Satisfaction Survey to measure the Customer Satisfaction Index. The initiative aims to evaluate the effectiveness of SACAA’s service delivery initiatives, enhance overall client satisfaction, improve service quality, and assess employee responsiveness to stakeholder needs. Survey outcomes will directly inform the development of a strategic service delivery plan to address identified performance gaps.

Scope of Work

• Gauge client satisfaction across all civil aviation sectors in alignment with the Master Oversight and Surveillance Plan (MOSP).
• Determine optimal coverage areas and statistically justified minimum sample sizes for each stakeholder group.
• Analyze responses to identify service delivery gaps, root causes of complaints, and alignment with SACAA’s strategic intent.
• Integrate findings from previously conducted internal satisfaction surveys into the final analysis.
• Generate actionable intelligence and propose targeted service improvement measures.
• Prepare and deliver a comprehensive report detailing methodology, quantitative/qualitative findings, and strategic recommendations.
• Present key results via structured PowerPoint presentations to executive committees, boards, and operational staff.
• Facilitate a management training workshop focused on translating survey insights into practical client satisfaction improvements.

Technical Requirements

• Methodology: A mixed-methods approach combining a representative, panel-based online survey with telephonic interviews, face-to-face interviews (where logistically appropriate), and focus groups or in-depth qualitative interviews.
• Sampling Strategy: Must ensure statistically significant, representative, and inclusive sample sizes across all stakeholder categories, supported by technical justification.
• Timeline: Data collection must occur during the third quarter of the financial year, with fieldwork completion and final reporting by the end of the fourth quarter.
• Compliance & Security: Strict adherence to the Protection of Personal Information Act (POPI Act) and SACAA’s information security protocols. SACAA retains full data ownership.
• Operational Specifications: The survey platform must remain accessible 24/7, regardless of standard business hours. All digital and printed materials must strictly follow SACAA’s corporate branding guidelines.
• Deliverables: Final comprehensive report, executive briefing presentations, and a documented training workshop for leadership teams.

Skills & Experience Requirements

• Organisational Track Record: Demonstrated experience in executing client satisfaction surveys and perception research within corporate or government environments. Submission of three to five verifiable reference letters is mandatory.
• Team Expertise: Detailed project structure with CVs for all assigned personnel, clearly outlining qualifications, roles, and relevant industry experience.
• Leadership Qualifications: The project manager or lead researcher must possess a minimum of five to seven years of hands-on experience in stakeholder perception surveys, including advanced data analysis and executive reporting.
• Proposal Standards: A technically robust submission outlining the research methodology, realistic work plan, staffing model, and reporting schedule. Bidders must achieve a minimum of 70 out of 100 technical points to qualify for pricing evaluation.

Key Terms & Procurement Context

This tender operates under South Africa’s public procurement legislation. Evaluation follows an 80/20 preference point system, allocating 80 points to price competitiveness and 20 points to Broad-Based Black Economic Empowerment (B-BBEE) status levels. Standard statutory compliance forms (SBD1, SBD4, SBD6.1) must be fully completed and submitted alongside technical and financial proposals. The survey must comply with national supply chain management regulations and preferential procurement frameworks governing Schedule 3A public entities.