2009 Survey Feedback
“This is a good example of what our government does right!”
“I have always had a great response from your personnel, keep the good work.”
“The Client Services team does a great job of communicating with us and helping work through issues.”
2009 FedBid Seller Survey
Dear Seller,
Thank you for participating in FedBid’s Seller survey. The purpose was to help us determine how we’re doing and better identify and address your needs. We appreciate the feedback you have provided, and we would like to share some of our findings as well as what steps that we have taken and will continue to take to provide high-quality, consistent service.
Our goal at FedBid is to continue improving the user experience on the FedBid online marketplace, maximizing both ease of use and access to business opportunities. We appreciate your feedback and would like to continue to hear from you regarding enhancements we can make that will assist your business. Please send your suggestions to SellerSuggestions@FedBid.com.
Thank you for your response to the survey and for working with FedBid!
FedBid Market Operations Team
FedBid Customer Service:
FedBid firmly believes that e-commerce does not mean absence of human interaction. We are completely committed to providing outstanding customer service, and our Market Operations staff take pride in responding to customer phone calls and emails in an efficient and professional manner. Accordingly, we were gratified to receive confirmation through the Seller survey that the overwhelming majority of our Sellers were very pleased with the customer service they received when working with FedBid. We are glad to hear that our focus on customer service has achieved real results, and we will continue to maintain our commitment to our Sellers.
The Online Marketplace:
The FedBid online marketplace was created, in part, to make the buying process for commodities and simple services more efficient. Survey results clearly show that we have achieved that goal, with most Seller responses indicating that the bidding process on FedBid was both user-friendly and efficient. We also understand that there are a variety of user types within the Seller community — from those raised on online technology and e-commerce to those who may not have needed to employ online technology as part of their business until recently. To meet the needs of all users, FedBid continues to develop online training, including, on the “Help & Training” page, which is accessible through the link located in the top right hand corner of your screen when logged in to FedBid, online video on how to submit bids. FedBid also provides a number of other online resources at www.fedbid.com/sellers, and, of course, FedBid support personnel are also available by email, phone or fax to respond to questions and provide information regarding use of FedBid.
Business Opportunity Access:
As an online marketplace where thousands of buyers post $ billions worth of requirements, FedBid’s goal is to help Sellers minimize resources required to pursue business opportunities, resulting in better opportunity awareness with lower sales costs. The survey confirmed that FedBid is meeting this goal by providing Sellers with an effective means to improve business opportunity access. In addition, nearly 9 out of 10 survey participants found FedBid’s notification process to be helpful. Using Seller-selected profile criteria, FedBid proactively communicates to its Seller community complete, detailed information for each business opportunity.
FedBid provides two primary means of filtering opportunity notifications. For users that want to change the types of notifications they receive, FedBid’s notification management functionality lets users quickly and easily update their user profile business categories under the “My Profile” tab. Alternatively, users that prefer to search and filter open opportunities in FedBid can opt out of receiving email notifications for some or all buyers. Future features include enhanced notification management including keyword, set-aside and contract type notifications. For users who wish to narrow opportunity searches and pinpoint those in which they would like to participate, FedBid’s filter feature on the Opportunities page allows searches by agency/buy, number/buyer, agency, and set-aside. We are continuing to develop this feature to provide increased filter capability as well as ‘Draft Bids’, ‘Opportunities of Interest’ and saved filters.
Clarification of Buy Specifications:
Some Sellers requested clarification of the process for obtaining Buyer feedback regarding buy specifications. As part of the marketplace functionality, FedBid communicates to the Buyer any questions or concerns submitted by Sellers. Although Buyers may choose to respond to questions at their discretion, we continue to stress to Buyers and Buyer management the importance of clear specifications and timely clarifications. We are pleased to report that this effort has seen significant progress during the past year, as the number and frequency of reposted Buys has decreased substantially.