Customer Research and Insight Services - Lot 2 Task H - Visitor Centres Mystery Shopping Surveys (MSS)

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 Performance Indicators