Customer Satisfaction and Mystery Shopping Surveys for TfL Contact Centre
Transport for London · Awarded contract
AwardedCustomer Satisfaction and Mystery Shopping Surveys for TfL Contact Centre
Awarded 01 Apr 2018
Awarded01 Apr 2018
Value£600,000.00
SupplierBPA Quality
AgencyTransport for London
RegionLondon
CategoryConsultancy & Legal
Ended 3y 7mo ago4y 12mo term
Awarded 1 Apr 2018Expired 30 Mar 2023
About
Transport for London awarded a contract to BPA Quality for customer satisfaction surveys and mystery shopper surveys for its contact centre.
The contract, valued at £600,000, covers automated real-time satisfaction surveys triggered by recent interactions across telephony and correspondence channels, and mystery shopper surveys conducted every four weeks across all TfL channels.
Reporting includes measuring staff against quality performance criteria and behaviours, assessing performance throughout the period and year, and providing concise, actionable feedback on whether customer standards are being met.
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Customer Satisfaction and Mystery Shopping Surveys for TfL Contact Centre
Won by BPA Quality · Transport for London
£600Kawarded
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