Mystery Shopping and Customer Satisfaction for Call Centres
Key facts
- Contract value
- £620,000
- Awarded
- 07 Feb 2018
- Contract starts
- 15 Feb 2018
- Contract ends
- 31 Mar 2023
- Procedure
- Open procedure (above threshold)
- Buyer type
- Utilities & transport
Awarded to
| Supplier | Value |
|---|---|
| BPA Corporate Facilitation Limited | £620,000 |
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.
Categories (CPV)
- 73110000 Research services
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