Customer Satisfaction - Customer Perception of Government Contract Officers

E

Eric Pollard

#1
On a somewhat related bent, I'm working with a company that provides research engineering services (emphasis on the research) to teh Government under contract. I'm wondering if anyone has any experience they can/will share regarding measuringthe satisfaction of Government Contract Officers and Technical Representatives?

Thanks!
 
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Coury Ferguson

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#2
Re: Customer Satisfaction - Customer Perception of of Government Contract Officers

On a somewhat related bent, I'm working with a company that provides research engineering services (emphasis on the research) to teh Government under contract. I'm wondering if anyone has any experience they can/will share regarding measuringthe satisfaction of Government Contract Officers and Technical Representatives?

Thanks!
They already have a way that the measure the organization's. We used it in the last company I worked for. I think it is called...I don't remember what it was (sorry :(). Send an email to the PCO or ACO and asked them what it is.

Note: I think they were called DPARS or something like that.
 
Last edited:
B

Brunetta

#3
On a somewhat related bent, I'm working with a company that provides research engineering services (emphasis on the research) to teh Government under contract. I'm wondering if anyone has any experience they can/will share regarding measuringthe satisfaction of Government Contract Officers and Technical Representatives?

Thanks!
There are several ways you can measure customer satisfaction, including monitoring compliants or lack thereof - but I think a true picture of customer satisfaction requires just a bit more effort when you are working with government contracts due to various rules/regulations/protocols contracting officers follow.

Sometimes you get lucky (its rare) and there is a requirement for the methodology built into the contract. (in one of my experiences, its was requirement for a quarterly assessment form)

Some other ways to collect customer satisfaction is through communicating with the representatives via reporting, site visits etc.

Also, you might want to keep in mind the end user of the service you provide beyond the Contract Officer. Especially if all indications are that the contracting officer is pleased, those emails that you may receive from the end users you support we view as indicators of customer satisfaction as well.

Hope this helps!
 
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