Published date: 19 February 2018
Awarded contract - This means that the contract has been awarded to a supplier.
Contract summary
Industry
Research services - 73110000
Location of contract
London
Value of contract
£660,000
Procurement reference
TfL 93781
Published date
19 February 2018
Closing date
4 December 2017
Contract start date
15 February 2018
Contract end date
31 March 2023
Contract type
Service contract
Procedure type
Open procedure (above threshold)
Any interested supplier may submit a tender in response to an opportunity notice.
This procedure can be used for procurements above the relevant contract value threshold.
Contract is suitable for SMEs?
Yes
Contract is suitable for VCSEs?
No
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.
Award information
Awarded date
7 February 2018
Contract start date
15 February 2018
Contract end date
31 March 2023
Total value of contract
£620,000
This contract was awarded to 1 supplier.
BPA CORPORATE FACILITATION LIMITED
Address
First Floor, Milford House
EX2 5AZ
GBReference
Companies House number: 02776406
Supplier is SME?
No
Supplier is VCSE?
No
About the buyer
Contact name
Alexandra Ebert-Brading
Address
Windsor House 42-50
LONDON
SW1H0TL
England
Telephone
02030542245
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Closing: 4 December 2017
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