Source: https://tendernation.io/opportunities/01a13c2a-f32e-7336-b086-96c293e1c66c/tfl-93781-mystery-shopping-and-customer-satisfaction-survey-for-call-centre awarded GB open procedure Suitable for SMEs # TfL 93781 Mystery Shopping and Customer Satisfaction Survey for Call Centre [Transport for London](https://tendernation.io/buyers/transport-for-london) Estimated value £600,000 Published 31 Oct 2017 Deadline Closed 4 Dec 2017 ## Who can bid - Buyer says suitable for SMEs The buyer ticked “suitable for SMEs” on the notice. Anyone can still bid. - Open procedure Anyone can submit a full tender; there is no shortlisting stage. [More contracts for small businesses and VCSEs](https://tendernation.io/opportunities/for-small-businesses) ## About this tender 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: - [procontract.due-north.com](https://procontract.due-north.com) Look for Transport for London - 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. - Further information on TfL may be found at [tfl.gov.uk](https://www.tfl.gov.uk) and [tfl.gov.uk](https://www.tfl.gov.uk/corporate/publications-and-reports/procurement-information) - Contract(s) may be awarded to the successful contractor by any part of TfL and/or any of its subsidiaries. - 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. - 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. Read full description ## CPV classification Research services Source Contracts Finder (UK) [View official notice](https://www.contractsfinder.service.gov.uk/notice/a9ce4ce8-0e49-4c29-ac8b-e7520bd05e65) Never miss a tender like this again Get AI summaries, deadline alerts and a bid pipeline for tenders matched to your business. Free to start. 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