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Contract Award Notice

TfL 93781 Mystery Shopping and Customer Satisfaction Survey for Call Centre

  • First published: 17 February 2018
  • Last modified: 17 February 2018

The buyer is not using this website to administer the notice.

To record your interest or obtain additional information or documents please find instructions within the Full Notice Text. (NOTE: Contract Award Notices and Prior Information Notices do not normally require a response)

Contents

Summary

OCID:
Published by:
Transport for London
Authority ID:
AA24684
Publication date:
17 February 2018
Deadline date:
-
Notice type:
Contract Award Notice
Has documents:
No
Has SPD:
No
Has Carbon Reduction Plan:
No

Abstract

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.

Full notice text

Contract award notice

Results of the procurement procedure

Section I: Contracting authority

I.1) Name and addresses

Transport for London

Windsor House, 42-50 Victoria Street

London

SW1H 0BD

UK

Contact person: Mrs Alexandra Ebert-Brad

Telephone: +44 12345

E-mail: ALEXANDRAEBERTBRADING@TFL.GOV.UK

NUTS: UK

Internet address(es)

Main address: https://tfl.gov.uk

Address of the buyer profile: https://tfl.gov.uk

I.4) Type of the contracting authority

Regional or local authority

I.5) Main activity

Other: Transport

Section II: Object

II.1) Scope of the procurement

II.1.1) Title

TfL 93781 Mystery Shopping and Customer Satisfaction Survey for Call Centre

Reference number: DN306028

II.1.2) Main CPV code

73110000

 

II.1.3) Type of contract

Services

II.1.4) Short description

TfL is awarding a contract for:

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 onwhether our customer standards are bring met.

II.1.6) Information about lots

This contract is divided into lots: No

II.1.7) Total value of the procurement

Value excluding VAT: 620 000.00  GBP

II.2) Description

II.2.3) Place of performance

NUTS code:

UK

II.2.4) Description of the procurement

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.

II.2.5) Award criteria

Quality criterion: Technical / Weighting: 35

Cost criterion: Commerical / Weighting: 65

II.2.11) Information about options

Options: No

II.2.13) Information about European Union funds

The procurement is related to a project and/or programme financed by European Union funds: No

Section IV: Procedure

IV.1) Description

IV.1.1) Type of procedure

Open procedure

IV.1.8) Information about Government Procurement Agreement (GPA)

The procurement is covered by the Government Procurement Agreement: No

IV.2) Administrative information

IV.2.1) Previous publication concerning this procedure

Notice number in the OJ S:

2017/S 211-438359

Section V: Award of contract

Contract No: TfL 93781 Market Research

A contract/lot is awarded: Yes

V.2 Award of contract

V.2.1) Date of conclusion of the contract

07/02/2018

V.2.2) Information about tenders

Number of tenders received: 3

Number of tenders received from SMEs: 2

Number of tenders received from tenderers from EU Member States: 0

Number of tenders received from tenderers from non-EU Member States: 0

Number of tenders received by electronic means: 3

The contract has been awarded to a group of economic operators: No

V.2.3) Name and address of the contractor

BPA Corporate Facilitation Limited

2776406

Milford House, Pynes Hill

Exeter

EX2 5AZ

UK

NUTS: UK

The contractor is an SME: No

V.2.4) Information on value of the contract/lot (excluding VAT)

Total value of the contract/lot: : 620 000.00  GBP

V.2.5) Information about subcontracting

Section VI: Complementary information

VI.4) Procedures for review

VI.4.1) Review body

Transport for London

London

UK

VI.5) Date of dispatch of this notice

16/02/2018

Coding

Commodity categories

ID Title Parent category
73110000 Research services Research and experimental development services

Delivery locations

ID Description
100 UK - All

Alert region restrictions

The buyer has restricted the alert for this notice to suppliers based in the following regions.

ID Description
There are no alert restrictions for this notice.

About the buyer

Main contact:
ALEXANDRAEBERTBRADING@TFL.GOV.UK
Admin contact:
N/a
Technical contact:
N/a
Other contact:
N/a

Further information

Date Details
No further information has been uploaded.

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