Mystery Shopping and Customer Satisfaction for Call Centres
key details
| Value | £660,000 |
|---|---|
| Status | complete |
| Category (CPV) | 73110000 |
| Region | London |
| Deadline | 4 Dec 2017 |
| Contract start | 15 Feb 2018 |
| Contract end | 31 Mar 2023 |
| Procedure | open |
| SME suitable | Yes |
| OCID | ocds-b5fd17-89f2d05d-4a08-4900-b9de-ace86cc8f42d |
Award
| Supplier | Value | Date | Status |
|---|---|---|---|
| BPA CORPORATE FACILITATION LIMITED | £620,000 | 7 Feb 2018 | active |
description
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.
notice history
1 notice published against this procurement.
| Published | Type | Regime | Notice |
|---|---|---|---|
| 19 Feb 2018 | Award (award) | · | 13260d38-70f9-44b6-9a80-61078d925bd3-199523 |
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source
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