Mystery Shopping and Customer Satisfaction for Call Centres
What the buyer wrote
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.
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Awarded to
Details
- What the buyer calls it
- Mystery Shopping and Customer Satisfaction for Call Centres
- How they are buying
- Advertised, open to anyoneAny supplier could bid without being invited first.
- Type
- services
- Suitable for small firms
- The buyer says yes. What that is worth
- Work starts
- 15 Feb 2018
- Work ends
- 31 Mar 2023
- Kind of work
- Research, evaluation and insight
Who the buyer named
The buyer published a contact address on this notice.