Published date: 19 February 2018

Last edited date: 19 February 2018

Awarded contract - This means that the contract has been awarded to a supplier.


Closing: 4 December 2017

Contract summary

Industry

  • Research services - 73110000

Location of contract

London

Value of contract

£600,000

Procurement reference

TFL001-DN306028-30968852

Published date

19 February 2018

Closing date

4 December 2017

Contract start date

2 April 2018

Contract end date

31 March 2023

Contract type

Service contract

Procedure type

Open procedure

Any interested supplier may submit a tender in response to an opportunity notice.

Contract is suitable for SMEs?

Yes

Contract is suitable for VCSEs?

No

Description

TfL are looking for bidders to:
Customer Satisfaction Surveys
• To carry out objective and actionable surveys automated real time customer satisfaction surveys triggered byrecent 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.
This opportunity is on the Pro-Contract Portal which can be found at:
1) https://procontract.due-north.com Look for Transport for London
2) Your organisation will need to register if your company has not yet done so
3)a)Transport for London (TfL) is a complex organisation operating both as an executive agency of the Greate rLondon Authority (GLA) under the direction of the Mayor of London and as provider of transport services.The scope of the proposed services may encompass activities within the scope of both Directive 2014/24/EUand Directive 2014/25//EU (Services to be provided in relation to activities will not be subject to a separate notice, the services may be provided to TfL and/or its subsidiaries and may also encompass London Regional Transport (LRT) and/ or the GLA and any of the functional bodies.
b) Further information on TfL may be found at www.tfl.gov.uk and https://www.tfl.gov.uk/corporate/publications-and-reports/procurement-information
c) Contract(s) may be awarded to the successful contractor by any part of TfL and/or any of its subsidiaries.
d) The awarding authority reserves the right withdraw from the procurement process and/or not to award any contract as a result of the competition called tot by this notice and the awarding authority shall not be liable for any costs or expenses incurred by any candidates in considering and/or responding to the procurement process.
e) All discussions and meetings will be conducted in English. Tenders and supporting documents must be priced in GBP and all payments under the contract will be made in sterling.

More information

Links

Award information

Awarded date

25 January 2018

Contract start date

22 February 2018

Contract end date

31 December 2023

Total value of contract

£600,000

This contract was awarded to 1 supplier.

BPA Quality

Address

EX2 5AZ

Reference

None

Supplier is SME?

No

Supplier is VCSE?

No

About the buyer

Contact name

Alexandra Ebert-Brading

Address

Windsor House
42-50 Victoria Street
London
SW1H 0TL
England

Telephone

+441234

Email

ALEXANDRAEBERTBRADING@TFL.GOV.UK

Website

https://tfl.gov.uk