ESFA Mystery Shopping Programme for the National Careers Service

Contract summary

Industry

• Education and training services - 80000000

Location of contract

England

Value of contract

£1,184,625

Procurement reference

gs40019c

Published date

17 May 2021

Closing date

5 October 2018

Closing time

12pm

Contract start date

5 August 2019

Contract end date

5 August 2021

Contract type

Service contract

Procedure type

Call-off from a framework agreement

Contract is suitable for SMEs?

Yes

Contract is suitable for VCSEs?

Yes

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Description

The Mystery Shopping project uses covert assessors (or 'mystery shoppers') who contact the National Careers Service and engage with the service through the telephone, face to face and web chat sessions each month. The assessors assess the quality and performance of the service in key areas. These include: the booking process, adviser skills, skills action plans, use of digital resources and follow up arrangements.
The Mystery Shopping project enables an informed, real time, objective measure of actual day to day service delivery. It provides early warning to the Agency's National Careers Service Team of quality and service issues, and ensures that while prime contractors continue to benefit from the increased flexibility that the framework delivery model offers, they remain committed to delivering a service that is well regarded for its customer service and focus, quality professionalism and integrity.

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More information

Attachments

• MYSTERY SHOPPING SPEC FINAL SEPTEMBER.pdf
• Technical specifications

• KANTAR Com letter 2019 final - Redacted.pdf
• Signed contract

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Award information

Awarded date

5 August 2019

Contract start date

5 August 2019

Contract end date

5 August 2021

Total value of contract

£1,184,625

This contract was awarded to 1 supplier.

Kantar

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About the buyer

Contact name

Cosmina Cucu

Address

Piccadilly Gate,Store Street
MANCHESTER
M12WD
England

Telephone

07880 132382

Email

Cosmina.Cucu@education.gov.uk