---
title: "Mystery Shopping and Customer Satisfaction for Call Centres"
ocid: "ocds-b5fd17-89f2d05d-4a08-4900-b9de-ace86cc8f42d"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-89f2d05d-4a08-4900-b9de-ace86cc8f42d"
markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-89f2d05d-4a08-4900-b9de-ace86cc8f42d.md"
json_url: "https://d3tenders.com/contract/ocds-b5fd17-89f2d05d-4a08-4900-b9de-ace86cc8f42d.json"
source: "Contracts Finder"
current_stage: "Award"
buyer: "TRANSPORT FOR LONDON FINANCE LIMITED"
published: "2018-02-19"
---

# Mystery Shopping and Customer Satisfaction for Call Centres

Buyer: TRANSPORT FOR LONDON FINANCE LIMITED  
Current stage: Award  
OCID: ocds-b5fd17-89f2d05d-4a08-4900-b9de-ace86cc8f42d

[View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-b5fd17-89f2d05d-4a08-4900-b9de-ace86cc8f42d)  
[Download OCDS JSON](https://d3tenders.com/contract/ocds-b5fd17-89f2d05d-4a08-4900-b9de-ace86cc8f42d.json)

## Summary

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.

## Notice

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.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Contracts Finder |
| Latest notice | https://www.contractsfinder.service.gov.uk/Notice/13260d38-70f9-44b6-9a80-61078d925bd3 |
| 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 |
| All stages | Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 19 Feb 2018 |
| Submission deadline | 4 Dec 2017 |
| Future notice date | Not specified |
| Award date | 7 Feb 2018 |
| Contract period | 15 Feb 2018 - 31 Mar 2023 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £660,000 |
| Lots value | Not specified |
| Awards value | £620,000 |
| Contracts value | Not specified |

## Status

| Field | Value |
| --- | --- |
| Tender status | Complete |
| Lots status | Not specified |
| Awards status | Active |
| Contracts status | Not specified |

## Buyer

| Field | Value |
| --- | --- |
| Main buyer | TRANSPORT FOR LONDON FINANCE LIMITED |
| Locality | LONDON |
| Post town | South West London |
| Postcode | SW1H 0TL |
| Country | England |
| ITL 1 | TLI London |
| ITL 2 | TLI3 Inner London - West |
| ITL 3 | TLI35 Westminster and City of London |
| Local authority | Westminster |
| Electoral ward | St James's |
| Westminster constituency | Cities of London and Westminster |
| Delivery location | TLI London |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | BPA CORPORATE FACILITATION |

## CPV Codes

### Divisions

- 73 - Research and development services and related consultancy services

### Codes

- 73110000 - Research services

## Release History

- 19 Feb 2018 at 13:58 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/13260d38-70f9-44b6-9a80-61078d925bd3

## Documents

- https://www.contractsfinder.service.gov.uk/Notice/13260d38-70f9-44b6-9a80-61078d925bd3
  19th February 2018 - Awarded contract notice on Contracts Finder
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/f8fac672-8e5b-43c4-bae9-7f16e85032bf
  OJEU Award Notice

## Provenance

This Markdown file is an alternate public rendering of the D3 Tenders contract record. The canonical page is https://d3tenders.com/contract/?ocid=ocds-b5fd17-89f2d05d-4a08-4900-b9de-ace86cc8f42d. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-89f2d05d-4a08-4900-b9de-ace86cc8f42d.json.