As part of the continuous improvement of the quality of service offered to mobility users in the Nantes metropolitan area, Semitan conducts an annual barometer to measure customer satisfaction.

The customer satisfaction measurement services to be carried out by the holder concern the following areas:

- The realization of an annual barometer to measure customer satisfaction;

- The realization of dedicated additional satisfaction studies.

The contract is broken down into a firm tranche and an optional tranche as follows:

- Firm tranche aimed at carrying out an annual barometer for measuring customer satisfaction, including the following services:

O Questionnaire design and planning

o recommendation of the method of collection and the volume of respondents (can be adapted each year if necessary)

o follow-up of the conduct of the survey and adaptation in progress if necessary

o consolidation and statistical processing of the data reported by the surveys based on the adjustment defined in advance with the Semitan teams

O Transmission and presentation of results to Semitan teams

- An optional tranche no. 1 concerning the realization of dedicated additional satisfaction studies, including the following operations:

O Proposal of quantitative methodology, qualitative, ...

O Questionnaire design and planning

o recommendation of the method of collection and the volume of respondents

o follow-up of the conduct of the survey and adaptation in progress if necessary

o Consolidation and statistical processing of data reported by surveys.

O Transmission and presentation of results to Semitan teams

Optional tranche No. 1 is a purchase order tranche. It is concluded without minimum amount and with a maximum amount of 500,000 euro HT over its entire duration