Award of Mystery Shopping and Customer Satisfaction Survey Contract to BPA Corporate Facilitation Limited
TRANSPORT FOR LONDON FINANCE LIMITED · Awarded contract
AwardedAward of Mystery Shopping and Customer Satisfaction Survey Contract to BPA Corporate Facilitation Limited
Awarded 15 Feb 2018
Awarded15 Feb 2018
Value£620,000.00
RegionLondon
CategoryConsultancy & Legal
Ended 3y 7mo ago5y 2mo term
Awarded 15 Feb 2018Expired 30 Mar 2023
About
Transport for London Finance Limited awarded a contract to BPA Corporate Facilitation Limited for mystery shopping and customer satisfaction surveys across TfL's contact centre channels.
The scope includes automated real-time customer satisfaction surveys triggered by recent interactions via telephony and correspondence, mystery shopper surveys conducted every four weeks across all TfL channels, and reporting that measures staff against quality performance criteria and behaviours, assesses performance throughout the period and year, and provides concise, actionable feedback on whether customer standards are being met.
The contract value is £620,000.
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Award of Mystery Shopping and Customer Satisfaction Survey Contract to BPA Corporate Facilitation Limited
Won by BPA CORPORATE FACILITATION LIMITED · TRANSPORT FOR LONDON FINANCE LIMITED
£620Kawarded
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