Award

English Heritage provision of Mystery Shopper service

ENGLISH HERITAGE

This public procurement record has 2 releases in its history.

Award

01 Apr 2019 at 15:12

Award Notice
Tender

01 Mar 2019 at 09:18

Tender Notice
Summary of the contracting process

The English Heritage is undertaking a public procurement process for the provision of a Mystery Shopper service, classified under customer services. The tender, referenced as P/REF EH 00001071, was published on 1st March 2019, and responses were due by 19th March 2019. The contract is valued at £60,000 and will commence on 1st April 2019, running until 31st March 2022. This open procurement process seeks suppliers capable of conducting assessments across 43 heritage sites, ensuring quality service delivery irrespective of visitor fluctuations.

This tender presents an excellent opportunity for small and medium-sized enterprises (SMEs) specialising in customer service assessment and mystery shopping services. Firms with experience in conducting accessibility-focused evaluations are particularly well-suited to compete, given the emphasis on providing insights from diverse visitor perspectives, including those with disabilities. Engaging in this procurement could enable businesses to broaden their client portfolios and enhance service delivery standards within the heritage and tourism sectors.

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Notice Information

Notice Title

English Heritage provision of Mystery Shopper service

Notice Description

The Mystery Shopping programme is intended to measure both the performance of site staff in delivering against the Customer Service Standards, as well as delivering a great visitor experience, and as such the checklist covers all aspects of a visit to an English Heritage property. The Mystery Shopping reports are used by the Historic Properties (Visitor Operations), Membership Sales, and Commercial teams to identify training and development needs. 43 sites are currently included within the Mystery Shopping programme, with each site visited three times per financial year. Visitor numbers vary considerably through the year so we wish to check standards are delivered consistently no matter how busy or quiet the site is. The Mystery Shopper visits in the peak season are access visits, completed by shoppers with an accessibility issue, i.e. a disability or mobility impairment; with a visual or hearing impairment or visiting with someone with learning difficulties. For these visits, the same checklist is used but there are some additional access measures included for the shopper to assess. Suppliers interested in this opportunity should register at https://in-tendhost.co.uk/english-heritage/aspx/Home in order to express interest and download documentation.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-b5fd17-91185d6f-2712-4ef6-a481-bb795accd9aa
Publication Source
Contracts Finder
Latest Notice
https://www.contractsfinder.service.gov.uk/Notice/f594a249-cb57-4b86-aed6-2bfc859c471c
Current Stage
Award
All Stages
Tender, Award

Procurement Classification

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

Common Procurement Vocabulary (CPV)

CPV Divisions

79 - Business services: law, marketing, consulting, recruitment, printing and security

CPV Codes

79342300 - Customer services

Notice Value(s)

Tender Value
£60,000 Under £100K
Lots Value
Not specified
Awards Value
£59,875 Under £100K
Contracts Value
Not specified

Notice Dates

Publication Date
1 Apr 20196 years ago
Submission Deadline
19 Mar 2019Expired
Future Notice Date
Not specified
Award Date
28 Mar 20196 years ago
Contract Period
31 Mar 2019 - 31 Mar 2022 3-4 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
ENGLISH HERITAGE
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
EC1N 2ST
Post Town
Central London
Country
England
Major Region (ITL 1)
TLI London
Basic Region (ITL 2)
TLI3 Inner London - West
Small Region (ITL 3)
TLI36 Camden
Delivery Location
Not specified
Local Authority
Camden
Electoral Ward
Holborn & Covent Garden
Westminster Constituency
Holborn and St Pancras

Supplier Information

Number of Suppliers
1
Supplier Name

ESA MARKERT RESEARCH

Further Information

Notice Documents

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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