TfL 93781 Mystery Shopping and Customer Satisfaction Survey for Call Centre

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.