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1.00% <br />64.35 <br />0.65 <br />2.00% <br />63.70 <br />1.30 <br />3.00% <br />63.05 <br />1.95 <br />4.00% <br />62.40 <br />2.60 <br />5.00 <br />6.00 <br />7.00 <br />8.00 <br />9.00 <br />10.00% <br />61.75 <br />61.10 <br />60.45 <br />59.80 <br />59.15 <br />58.50 <br />11.00% <br />57.85 <br />7.15 <br />12.00% <br />57.20 <br />7.80 <br />13.00% <br />56.55 <br />8.45 <br />14.00% <br />55.90 <br />9.10 <br />3.25 <br />1 15.00% <br />3.90 <br />16.00% <br />4.55 <br />I <br />17.00% <br />5.20 <br />118.00% <br />5.85 <br />19.00% <br />I <br />6.50 <br />20.00% <br />55.25 <br />54.60 <br />53.95 <br />53.30 <br />52.65 <br />52.00 <br />9.75 <br />10.40 <br />11.05 <br />11.70 <br />12.35 <br />13.00 <br />In the current example, the green shaded percentages represent the range for the previous 2019 bid <br />difference of 6.5% difference between Republic Services and Western Disposal. <br />Vendor Z with a poor customer service rating would need to have pricing approximately 16% less <br />than Vendor X with an excellent customer service rating. <br />Vendor Y, that the City has not previously worked with and is unknown would need to provide <br />pricing approximately 8% less than Vendor Z. <br />This example provides an objective way to discuss Customer Service Rating. The scoring <br />provided may need to be weighted differently to meet the City Council's expectations. <br />Simplified, from 2010 - 2019, Western Disposal likely experienced 25-50 complaints per month <br />and was superior at addressing customer concerns. Republic Services seems to experience 50-100 <br />complaints per month and struggles at time to address customer concerns or operational service <br />issues. <br />Lastly, conversations regarding strict adherence to local customer service requirements and any <br />breach of this expectation should be had. These expectations versus industry realities may limit <br />available qualified bidders. <br />Ultimately, determining how much more Excellent Customer Service is worth should be a <br />primary focus of this conversation. <br />A high-level perspective on increased customer cost is as follows: <br />• 48% of customers with 35g trash bin pay $13.92 / mo. (10% - $1.40, 20% - $2.80) <br />• 39% of customers with 65g trash bin pay $27.84 / mo. (10% - $2.80, 20% - $5.60) <br />• 11% of customers with 95g trash bin pay $41.86 / mo. (10% - $5.60, 20% - $11.20) <br />5. Incentives/Penalties <br />