Customer Research and Insight Services - Lot 2 Task H - Visitor Centres Mystery Shopping Surveys (MSS)
What the buyer wrote
TfL is seeking to appoint a research agency to implement, manage and develop TfL’s Contact Centres mystery shopping programme. The successful agency will work closely with TfL’s Customer Research & Insight team and TfL’s internal clients to deliver a focused, efficient, valid, timely and cost effective programme of work. The research is to be conducted using mystery shopping survey techniques to meet the following business objectives: • To provide actionable and responsive research tools to enable TfL to deliver excellent customer service • To monitor customer facing assets • To ensure Customer Service Delivery Standards are being met • To provide performance data for Key Perf…
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Details
- What the buyer calls it
- Customer Research and Insight Services - Lot 2 Task H - Visitor Centres Mystery Shopping Surveys (MSS)
- How they are buying
- Advertised, shortlist firstSuppliers applied to be considered, and the buyer picked who went on to bid.
- Type
- services
- Work starts
- 30 Jun 2015
- Work ends
- 31 Mar 2019
- Kind of work
- Research, evaluation and insight
Who the buyer named
Molly Beaumont was the named contact on this notice.