Title
Airport Passenger Satisfaction Survey Services
Action
Action:
A. Authorize the City Manager to negotiate and execute the contract with Bracey Associates, LLC to provide comprehensive passenger satisfaction survey services for a term of three years, and
B. Authorize the City Manager to renew the contract for up to two, one-year terms with possible price adjustments and to amend the contract consistent with the purpose for which the contract was approved.
Body
Staff Resource(s):
Haley Gentry, Aviation
Ted Kaplan, Aviation
Explanation
§ Since 2008, the Airport has contracted for the creation and execution of face-to-face surveys for passengers in the terminal facility, facilitation of local passenger focus groups, and the comprehensive analysis of the data collected from these sessions.
§ This contract will allow the Airport to continue this feedback program, helping the Airport meet passengers’ needs by providing managers and stakeholders with useful performance data that can be used to enhance the customer experience and to plan for future investments.
§ On June 23, 2025, the city issued a Request for Proposals (RFP); ten responses were received.
§ Bracey Associates, LLC best meets the city’s needs in terms of qualifications, experience, cost, and responsiveness to RFP requirements.
§ At renewal, potential price adjustments may be considered based on legitimate and justified increases in the cost of doing business. The ability to consider price adjustments also allows the city to accept decreases, if warranted.
§ Annual expenditures are estimated to be $143,950.
Charlotte Business INClusion
Contract goals were not established for this contract because the scope of work or goods required does not present viable subcontracting opportunities. Bracey Associates, LLC will be responsible for 100% of the work or goods, and there are no opportunities to include subcontractors. This assessment was confirmed by CBI and the respective department after reviewing the project’s scope and potential for division into subcontracting opportunities.
Fiscal Note
Funding: Aviation Operating Budget