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1.0. Introduction
United Civil Servants Sacco (UCS SACCO), a prominent member-owned cooperative in Malawi, is seeking expressions of interest from qualified Customer Survey consultancy firms to provide Customer Survey services.
2.0. Background
United Civil Servants SACCO is a reputable member-owned financial cooperative. It was established and licensed in 1994. It is providing its services to all civil and non-civil servants in Malawi with branches across the nation. Currently, SACCO has about 65, 000 members with its total assets amounting to 28 Billion. With a wide network of branches and satellites spread across the nation. UCS SACCO’s primary focus is to provide loans to its members and efficiently mobilize deposits. We take pride in our commitment to financial transparency and accountability.
3.0. Objective
The broad objective is to provide Customer Survey services for a period of three (3) years, renewable annually, for the financial years ending December 2024 to 2026.
The primary objective of the Customer Survey is to gather valuable feedback from our members, which will help UCS SACCO improve the services and tailor our offerings to meet their needs more efficiently. We believe that this survey will be a significant step towards enhancing our customer experience and driving growth for our SACCO.
Duration of the assignment
The assignment shall initially be for three years (3) 2024-2026; renewable annually, for the financial years ending December 2024 to 2026.
4.0. Scope of Customer Survey
The selected consultancy firm will be responsible for conducting a thorough Customer Survey of UCS SACCO’s member’s feedback. This survey will encompass, but is not limited to:
- Designing and implementing a robust survey methodology
- Collecting and analyzing data from our membership base
- Providing actionable insights and recommendations
- Presenting findings and recommendations to UCS SACCO management to enhance customer satisfaction and service delivery.
5.0. Survey and requirements
On the minimum, the interested firm should demonstrate the following
- Proven experience in conducting customer satisfaction surveys
- Expertise in data analysis and reporting
- Familiarity with the financial sector or cooperative environment
- A team of skilled professionals with excellent communication skills
6.0. Qualification and requirements
Interested firms are requested to submit their expressions of interest, including:
- A company profile detailing relevant experience.
- Qualifications and experience of key personnel.
- Examples of similar projects undertaken.
- A proposed methodology and approach for conducting the customer satisfaction survey.
- Team composition and qualifications
- References from previous clients.
- Fee structure and timeline
Submission details
Interested consultancy firms are invited to submit their Expression of Interest (EOl) no later than 20th July 2024 by email to emtambo@ucssacco.com
7.0. Selection process
UCS SACCO will evaluate the EOls based on the criteria mentioned above. Shortlisted firms will be contacted.
8.0. Contact information
For any inquiries or clarification regarding this invitation, please contact the UCS SACCO procurement committee by email – ipc@ucssacco.com, emtambo@ucssacco.com; nnyirenda@ucssacco.com; zizie.gama@gmail.com; noahnyirenda23@gmail.com
We appreciate your interest in partnering with UCS SACCO to ensure our cooperative’s financial integrity and transparency.
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