# Mystery Shopping and Customer Satisfaction for Call Centres

> A sourced UK public-sector contract award published by TRANSPORT FOR LONDON FINANCE LIMITED.

## Key facts

- Public buyer: TRANSPORT FOR LONDON FINANCE LIMITED
- Contract winner: BPA CORPORATE FACILITATION LIMITED
- Award value: £620,000
- Tender value: £660,000
- Award date: 7 February 2018
- Published: 19 February 2018
- Contract start: 15 February 2018
- Contract end: 31 March 2023
- Stage: awarded
- Procurement category: services
- Notice ID: 13260d38-70f9-44b6-9a80-61078d925bd3-199523
- OCID: ocds-b5fd17-89f2d05d-4a08-4900-b9de-ace86cc8f42d

## Description

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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## Source

[View the original notice on Contracts Finder](https://www.contractsfinder.service.gov.uk/Notice/13260d38-70f9-44b6-9a80-61078d925bd3-199523)