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Mystery Shopper Financial Services

Post Office Limited

This public procurement record has 1 release in its history.

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14 Aug 2026 at 14:45

UK7 - Contract Details Notice
Summary of the contracting process

Post Office Limited procured financial-services mystery shopping: video-based visits to Post Office branches to test customer service for international money transfers. The requirement is a research and performance-monitoring service, involving mystery shopping, customer-service assessment and reporting on branch interactions. Delivery covers the United Kingdom. The work sits within retail trade, research, survey and performance-review services, making it relevant to providers of video mystery shopping, customer-experience measurement, market research or quality-monitoring programmes. The buyer is Post Office Limited, a public undertaking based in London, and the requirement concerns its branch network and the service it provides to customers using international money-transfer services.

The procurement is complete and has been awarded to ABA Quality Monitoring Ltd. It used a direct award below the applicable threshold, without competition, under the stated legal basis. One lot was completed. The contract was signed on 24 July 2026 and runs from 3 August 2026 to 31 March 2027. Its value is £21,360 excluding VAT, or £25,632 including VAT. The contract is active. The awarded service covers the United Kingdom and is for video mystery-shopping visits assessing customer service for international money transfers at Post Office branches. The award was made to ABA Quality Monitoring Ltd, an SME based in Stockport.

This procurement demonstrates a defined requirement for structured, video-enabled mystery shopping in a nationwide retail branch environment, focused on international money-transfer customer service. Suppliers competing for similar work with Post Office Limited would need to recruit and manage shoppers, arrange visits consistently across UK locations, capture usable video evidence, and assess interactions against an agreed service standard. Credible providers would also need capability in survey research, customer-experience measurement, performance review and clear reporting for an operational buyer. Experience monitoring regulated or financially sensitive customer journeys would be particularly relevant, alongside the capacity to deliver repeatable fieldwork and reliable quality assurance across a dispersed branch network.

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Notice Information

Notice Title

Mystery Shopper Financial Services

Notice Description

Video mystery shopping visits to Post Office branches testing customer service for international money transfer.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-h6vhtk-06e4c8
Publication Source
Find A Tender Service
Latest Notice
https://www.find-tender.service.gov.uk/Notice/077743-2026
Current Stage
Award
All Stages
Award

Procurement Classification

Notice Type
UK7 - Contract Details Notice
Procurement Type
Standard
Procurement Category
Services
Procurement Method
Direct
Procurement Method Details
Below threshold - without competition
Tender Suitability
Not specified
Awardee Scale
SME

Common Procurement Vocabulary (CPV)

CPV Divisions

55 - Hotel, restaurant and retail trade services

73 - Research and development services and related consultancy services

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

CPV Codes

55900000 - Retail trade services

73110000 - Research services

73200000 - Research and development consultancy services

79311000 - Survey services

79313000 - Performance review services

Notice Value(s)

Tender Value
Not specified
Lots Value
Not specified
Awards Value
Not specified
Contracts Value
£21,360 Under £100K

Notice Dates

Publication Date
14 Aug 20261 weeks ago
Submission Deadline
Not specified
Future Notice Date
Not specified
Award Date
24 Jul 20261 months ago
Contract Period
3 Aug 2026 - 31 Mar 2027 6-12 months
Recurrence
Not specified

Notice Status

Tender Status
Complete
Lots Status
Complete
Awards Status
Active
Contracts Status
Active

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
Post Office 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
EC2V 7ER
Postcode Area
Central 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
Not specified
Local Authority
City of London
Electoral Ward
Bassishaw
Westminster Constituency
Cities of London and Westminster

Supplier Information

Number of Suppliers
1
Supplier Name

ABA QUALITY MONITORING LTD

Further Information

Notice Documents

Open Contracting Data Standard (OCDS)

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