Call for tenders' details
SLY System (7)
According to the Technical Specifications (see Tender Specifications, page 21): The quality of services delivered by the Contractor will be assessed based on a post event survey sent to all attendees to measure the external customer satisfaction rate. To meet expectations, events shall obtain a cumulative positive feedback from at least 80% of respondents on organisational and logistical matters. The Specifications further clarify (see note 33) that: “possible scores are: Excellent, Good, Average, Below Average, Poor” and that only answers ‘excellent’ and good’ must be considered as ‘positive feedback’. In addition, the penalty scheme foresees a scale of financial penalties that goes from 5% to 50% of the total value of the assignment. This specific scheme is problematic for a number of reasons: • Nothing is said about the representativeness of the survey: if 100 individuals is the total population (in its statistical acceptance) how many answers will be needed to consider that the sample is representative of the total number of event participants? Could you clarify that issue? (to be followed up)
So far the customer satisfaction rate of EFSA’s events as defined in the tender specifications (“excellent” + “good” scores) has been stably over the 80%. This sets a benchmark that EFSA is not willing to deviate from in the future to ensure performance continuity. This said, for the survey to be valid, at least 60% of the event participants must have participated to the survey. Finally, for clarity reasons we stress that the requestor’s understating of how penalties will be applied is incorrect: these would be only calculated on the contractor’s fees, and not on the total value of an assignment, which would also include reimbursable costs.