Award

Mystery Shopping and Customer Satisfaction for Call Centres

TRANSPORT FOR LONDON FINANCE LIMITED

This public procurement record has 1 release in its history.

Award

19 Feb 2018 at 13:58

Award Notice
Summary of the contracting process

Transport for London Finance Limited has completed the procurement process for the "Mystery Shopping and Customer Satisfaction for Call Centres" contract, which falls under the research services industry category. The procurement was conducted through an open procedure and awards were made to BPA Corporate Facilitation Limited. The contract is valued at £620,000 and is active from 15 February 2018, set to conclude on 31 March 2023. The tender period ended on 4 December 2017, with key activities taking place in London, United Kingdom.

This contract presents significant opportunities for businesses focused on customer satisfaction research and mystery shopping services, particularly small and medium-sized enterprises (SMEs). Companies that specialise in conducting customer surveys, data analysis, or service quality assessments would be well-suited to engage in similar future tenders, allowing them to expand their market reach and enhance their service offerings through collaborations with prominent public organisations like Transport for London.

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Notice Information

Notice Title

Mystery Shopping and Customer Satisfaction for Call Centres

Notice Description

TfL is awarding a contract for: Customer Satisfaction Surveys - To carry out objective and actionable surveys automated real time customer satisfaction surveys triggered by recent interactions with the contact centre across telephony and correspondence channels. Mystery Shopper Surveys. - To carry out objective, high quality and actionable surveys on a 4 weekly basis across all TfL channels. Reporting for both Mystery Shopper and Customer Satisfaction. - To measure staff against quality performance criteria and the behaviours shown, - To assess performance throughout the period and year and provide concise and actionable feedback on whether our customer standards are bring met.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-b5fd17-89f2d05d-4a08-4900-b9de-ace86cc8f42d
Publication Source
Contracts Finder
Latest Notice
https://www.contractsfinder.service.gov.uk/Notice/13260d38-70f9-44b6-9a80-61078d925bd3
Current Stage
Award
All Stages
Award

Procurement Classification

Notice Type
Award Notice
Procurement Type
Standard
Procurement Category
Services
Procurement Method
Open
Procurement Method Details
Open procedure (above threshold)
Tender Suitability
SME
Awardee Scale
Large

Common Procurement Vocabulary (CPV)

CPV Divisions

73 - Research and development services and related consultancy services

CPV Codes

73110000 - Research services

Notice Value(s)

Tender Value
£660,000 £500K-£1M
Lots Value
Not specified
Awards Value
£620,000 £500K-£1M
Contracts Value
Not specified

Notice Dates

Publication Date
19 Feb 20188 years ago
Submission Deadline
4 Dec 2017Expired
Future Notice Date
Not specified
Award Date
7 Feb 20188 years ago
Contract Period
15 Feb 2018 - 31 Mar 2023 Over 5 years
Recurrence
Not specified

Notice Status

Tender Status
Complete
Lots Status
Not Specified
Awards Status
Active
Contracts Status
Not Specified

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
TRANSPORT FOR LONDON FINANCE LIMITED
Contact Name
Available with D3 Tenders Premium →
Contact Email
Available with D3 Tenders Premium →
Contact Phone
Available with D3 Tenders Premium →

Buyer Location

Locality
LONDON
Postcode
SW1H 0TL
Post Town
South West London
Country
England
Major Region (ITL 1)
TLI London
Basic Region (ITL 2)
TLI3 Inner London - West
Small Region (ITL 3)
TLI35 Westminster and City of London
Delivery Location
TLI London
Local Authority
Westminster
Electoral Ward
St James's
Westminster Constituency
Cities of London and Westminster

Supplier Information

Number of Suppliers
1
Supplier Name

BPA CORPORATE FACILITATION

Further Information

Open Contracting Data Standard (OCDS)

View full OCDS Record for this contracting process

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The Open Contracting Data Standard (OCDS) is a framework designed to increase transparency and access to public procurement data in the public sector. It is widely used by governments and organisations worldwide to report on procurement processes and contracts. 

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