Award

TfL 93781 Mystery Shopping and Customer Satisfaction Survey for Call Centre

TRANSPORT FOR LONDON

This public procurement record has 2 releases in its history.

AwardUpdate

19 Feb 2018 at 14:16

Award Notice
Tender

31 Oct 2017 at 15:43

Tender Notice
Summary of the contracting process

Transport for London (TfL) is seeking suppliers for the tender titled "TfL 93781 Mystery Shopping and Customer Satisfaction Survey for Call Centre." The procurement process, which is currently in the Award stage, began with the publication of the opportunity on 31st October 2017. The tender involves delivering customer satisfaction and mystery shopper surveys and is valued at £600,000. The contract period will run from 2nd April 2018 to 31st March 2023, with submissions closing on 4th December 2017. Services will primarily be delivered in London, UK, and the procurement method is an open procedure under the services category, specifically designated as research services.

This opportunity presents significant potential for businesses, particularly those involved in market research, customer service evaluation, and related fields. Companies that can provide insightful and actionable research, particularly small and medium-sized enterprises (SMEs), would be well positioned to compete. Engaging in this tender could enhance market presence and broaden client portfolios for successful bidders, fostering sustainable growth and development in customer satisfaction improvement services within the transport sector.

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Notice Information

Notice Title

TfL 93781 Mystery Shopping and Customer Satisfaction Survey for Call Centre

Notice Description

TfL are looking for bidders to: Customer Satisfaction Surveys * To carry out objective and actionable surveys automated real time customer satisfaction surveys triggered byrecent 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. This opportunity is on the Pro-Contract Portal which can be found at: 1) https://procontract.due-north.com Look for Transport for London 2) Your organisation will need to register if your company has not yet done so 3)a)Transport for London (TfL) is a complex organisation operating both as an executive agency of the Greate rLondon Authority (GLA) under the direction of the Mayor of London and as provider of transport services.The scope of the proposed services may encompass activities within the scope of both Directive 2014/24/EUand Directive 2014/25//EU (Services to be provided in relation to activities will not be subject to a separate notice, the services may be provided to TfL and/or its subsidiaries and may also encompass London Regional Transport (LRT) and/ or the GLA and any of the functional bodies. b) Further information on TfL may be found at www.tfl.gov.uk and https://www.tfl.gov.uk/corporate/publications-and-reports/procurement-information c) Contract(s) may be awarded to the successful contractor by any part of TfL and/or any of its subsidiaries. d) The awarding authority reserves the right withdraw from the procurement process and/or not to award any contract as a result of the competition called tot by this notice and the awarding authority shall not be liable for any costs or expenses incurred by any candidates in considering and/or responding to the procurement process. e) All discussions and meetings will be conducted in English. Tenders and supporting documents must be priced in GBP and all payments under the contract will be made in sterling.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-b5fd17-a9ce4ce8-0e49-4c29-ac8b-e7520bd05e65
Publication Source
Contracts Finder
Latest Notice
https://www.contractsfinder.service.gov.uk/Notice/57c3432c-ab7f-4d7e-ac58-f9d462007905
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
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
£600,000 £500K-£1M
Lots Value
Not specified
Awards Value
£600,000 £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
25 Jan 20188 years ago
Contract Period
22 Feb 2018 - 31 Dec 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
Contact Name
Alexandra Ebert-Brading
Contact Email
alexandraebertbrading@tfl.gov.uk
Contact Phone
+441234

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 QUALITY

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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