Published date: 1 April 2019
Awarded contract - This means that the contract has been awarded to a supplier.
Contract summary
Industry
Customer services - 79342300
Location of contract
Any region
Value of contract
£60,000
Procurement reference
P/REF EH 00001071
Published date
1 April 2019
Closing date
19 March 2019
Contract start date
1 April 2019
Contract end date
31 March 2022
Contract type
Service contract
Procedure type
Open procedure (below threshold)
Any interested supplier may submit a tender in response to an opportunity notice.
This procedure can be used for procurements below the relevant contract value threshold.
Contract is suitable for SMEs?
Yes
Contract is suitable for VCSEs?
No
Description
The Mystery Shopping programme is intended to measure both the performance of site staff in delivering against the Customer Service Standards, as well as delivering a great visitor experience, and as such the checklist covers all aspects of a visit to an English Heritage property.
The Mystery Shopping reports are used by the Historic Properties (Visitor Operations), Membership Sales, and Commercial teams to identify training and development needs.
43 sites are currently included within the Mystery Shopping programme, with each site visited three times per financial year. Visitor numbers vary considerably through the year so we wish to check standards are delivered consistently no matter how busy or quiet the site is.
The Mystery Shopper visits in the peak season are access visits, completed by shoppers with an accessibility issue, i.e. a disability or mobility impairment; with a visual or hearing impairment or visiting with someone with learning difficulties. For these visits, the same checklist is used but there are some additional access measures included for the shopper to assess.
Suppliers interested in this opportunity should register at https://in-tendhost.co.uk/english-heritage/aspx/Home in order to express interest and download documentation.
More information
Previous notice about this procurement
English Heritage provision of Mystery Shopper service
- Opportunity
- Published 1 March 2019
Award information
Awarded date
28 March 2019
Contract start date
1 April 2019
Contract end date
31 March 2022
Total value of contract
£59,875
This contract was awarded to 1 supplier.
ESA Markert Research Ltd
Address
10 Bricket Road
AL1 3JXReference
None
Supplier is SME?
Yes
Supplier is VCSE?
No
About the buyer
Contact name
Robert Youe
Address
1 Waterhouse Square, 138 Holborn
LONDON
EC1N2ST
England
Telephone
01793414950
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Closing: 19 March 2019
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