TRANSPORT FOR LONDON FINANCE LIMITED
Mystery Shopping and Customer Satisfaction for Call Centres
This is a contract result notice, not an open opportunity. Details from the official award data.
This is a large award for Research & Development — above three-quarters of comparable contracts. Based on 20,405 valued Research & Development tenders in our corpus.
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.
What the notice asks for
To assess performance throughout the period
To assess performance throughout the period and year and provide concise and actionable feedback on whether our customer standards are bring met.
Sentences from the notice that state an obligation, surfaced automatically and shown in the order they appear. Not an exhaustive list — always confirm against the tender documents.
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- OCID
- 13260d38-70f9-44b6-9a80-61078d925bd3
- Stage
- contract · Contract
- Source
- Contracts Finder
- Buyer ref
- TfL 93781
Contains public sector information licensed under the Open Government Licence v3.0. Source data © Crown copyright.
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