---
title: "TfL 93781 Mystery Shopping and Customer Satisfaction Survey for Call Centre"
ocid: "ocds-b5fd17-a9ce4ce8-0e49-4c29-ac8b-e7520bd05e65"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-a9ce4ce8-0e49-4c29-ac8b-e7520bd05e65"
markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-a9ce4ce8-0e49-4c29-ac8b-e7520bd05e65.md"
json_url: "https://d3tenders.com/contract/ocds-b5fd17-a9ce4ce8-0e49-4c29-ac8b-e7520bd05e65.json"
source: "Contracts Finder"
current_stage: "Award"
buyer: "TRANSPORT FOR LONDON"
published: "2018-02-19"
---

# TfL 93781 Mystery Shopping and Customer Satisfaction Survey for Call Centre

Buyer: TRANSPORT FOR LONDON  
Current stage: Award  
OCID: ocds-b5fd17-a9ce4ce8-0e49-4c29-ac8b-e7520bd05e65

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[Download OCDS JSON](https://d3tenders.com/contract/ocds-b5fd17-a9ce4ce8-0e49-4c29-ac8b-e7520bd05e65.json)

## Summary

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.

## Notice

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.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Contracts Finder |
| Latest notice | https://www.contractsfinder.service.gov.uk/Notice/57c3432c-ab7f-4d7e-ac58-f9d462007905 |
| Notice type | Award Notice |
| Procurement type | Standard |
| Procurement category | Services |
| Procurement method | Open |
| Procurement method details | Open procedure |
| Tender suitability | SME |
| Awardee scale | Large |
| All stages | Tender, Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 19 Feb 2018 |
| Submission deadline | 4 Dec 2017 |
| Future notice date | Not specified |
| Award date | 25 Jan 2018 |
| Contract period | 22 Feb 2018 - 31 Dec 2023 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £600,000 |
| Lots value | Not specified |
| Awards value | £600,000 |
| 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 |
| 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 QUALITY |

## CPV Codes

### Divisions

- 73 - Research and development services and related consultancy services

### Codes

- 73110000 - Research services

## Release History

- 19 Feb 2018 at 14:16 - AwardUpdate - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/57c3432c-ab7f-4d7e-ac58-f9d462007905
- 31 Oct 2017 at 15:43 - Tender - Tender Notice - https://www.contractsfinder.service.gov.uk/Notice/57c3432c-ab7f-4d7e-ac58-f9d462007905

## Documents

- https://www.contractsfinder.service.gov.uk/Notice/57c3432c-ab7f-4d7e-ac58-f9d462007905
  31st October 2017 - Opportunity notice on Contracts Finder
- https://procontract.due-north.com/Advert?advertId=b6d51039-4fbe-e711-80e6-005056b64545
  Advert

## Notice URLs

- https://procontract.due-north.com
- https://tfl.gov.uk
- https://www.tfl.gov.uk/corporate/publications-and-reports/procurement-information

## 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-a9ce4ce8-0e49-4c29-ac8b-e7520bd05e65. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-a9ce4ce8-0e49-4c29-ac8b-e7520bd05e65.json.