Published date: 1 March 2019

This notice was replaced on 1 April 2019

This notice does not contain the most up-to-date information about this procurement. The most recent notice is:

Awarded contract (published 1 April 2019)

Closed opportunity - This means that the contract is currently closed. The buying department may be considering suppliers that have already applied, or no suitable offers were made.


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 March 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.

About the buyer

Contact name

Robert Youe

Address

1 Waterhouse Square, 138 Holborn
LONDON
EC1N2ST
England

Telephone

01793414950

Email

robert.youe@english-heritage.org.uk