---
title: "English Heritage provision of Mystery Shopper service"
ocid: "ocds-b5fd17-91185d6f-2712-4ef6-a481-bb795accd9aa"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-91185d6f-2712-4ef6-a481-bb795accd9aa"
markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-91185d6f-2712-4ef6-a481-bb795accd9aa.md"
json_url: "https://d3tenders.com/contract/ocds-b5fd17-91185d6f-2712-4ef6-a481-bb795accd9aa.json"
source: "Contracts Finder"
current_stage: "Award"
buyer: "ENGLISH HERITAGE"
published: "2019-04-01"
---

# English Heritage provision of Mystery Shopper service

Buyer: ENGLISH HERITAGE  
Current stage: Award  
OCID: ocds-b5fd17-91185d6f-2712-4ef6-a481-bb795accd9aa

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## Summary

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.

## Notice

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.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Contracts Finder |
| Latest notice | https://www.contractsfinder.service.gov.uk/Notice/f594a249-cb57-4b86-aed6-2bfc859c471c |
| 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 |
| All stages | Tender, Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 1 Apr 2019 |
| Submission deadline | 19 Mar 2019 |
| Future notice date | Not specified |
| Award date | 28 Mar 2019 |
| Contract period | 31 Mar 2019 - 31 Mar 2022 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £60,000 |
| Lots value | Not specified |
| Awards value | £59,875 |
| 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 | ENGLISH HERITAGE |
| Locality | LONDON |
| Post town | Central London |
| Postcode | EC1N 2ST |
| Country | England |
| ITL 1 | TLI London |
| ITL 2 | TLI3 Inner London - West |
| ITL 3 | TLI36 Camden |
| Local authority | Camden |
| Electoral ward | Holborn & Covent Garden |
| Westminster constituency | Holborn and St Pancras |
| Delivery location | Not specified |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | ESA MARKERT RESEARCH |

## CPV Codes

### Divisions

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

### Codes

- 79342300 - Customer services

## Release History

- 1 Apr 2019 at 15:12 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/f594a249-cb57-4b86-aed6-2bfc859c471c
- 1 Mar 2019 at 09:18 - Tender - Tender Notice - https://www.contractsfinder.service.gov.uk/Notice/fc81dc24-eb9c-4226-a3b5-eae63f84e937

## Documents

- https://www.contractsfinder.service.gov.uk/Notice/f594a249-cb57-4b86-aed6-2bfc859c471c
  1st April 2019 - Awarded contract notice on Contracts Finder
- https://www.contractsfinder.service.gov.uk/Notice/fc81dc24-eb9c-4226-a3b5-eae63f84e937
  1st March 2019 - Opportunity notice on Contracts Finder

## Notice URLs

- https://in-tendhost.co.uk/english-heritage/aspx/Home

## 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-b5fd17-91185d6f-2712-4ef6-a481-bb795accd9aa. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-91185d6f-2712-4ef6-a481-bb795accd9aa.json.