ESFA Mystery Shopping Programme for the National Careers Service

A Contract Award Notice
by DEPARTMENT FOR EDUCATION

Source
Contracts Finder
Type
Contract (Services)
Duration
2 year
Value
£1M
Sector
PROFESSIONAL
Published
17 May 2021
Delivery
05 Aug 2019 to 05 Aug 2021
Deadline
05 Oct 2018 12:00

Concepts

Location

Geochart for 1 buyers and 1 suppliers

1 buyer

1 supplier

Description

The Mystery Shopping project uses covert assessors (or 'mystery shoppers') who contact the National Careers Service and engage with the service through the telephone, face to face and web chat sessions each month. The assessors assess the quality and performance of the service in key areas. These include: the booking process, adviser skills, skills action plans, use of digital resources and follow up arrangements. The Mystery Shopping project enables an informed, real time, objective measure of actual day to day service delivery. It provides early warning to the Agency's National Careers Service Team of quality and service issues, and ensures that while prime contractors continue to benefit from the increased flexibility that the framework delivery model offers, they remain committed to delivering a service that is well regarded for its customer service and focus, quality professionalism and integrity.

Award Detail

1 Kantar (West Gate)
  • Value: £1,184,625

CPV Codes

  • 80000000 - Education and training services

Indicators

  • Contract is suitable for SMEs.
  • Contract is suitable for VCOs.

Other Information

MYSTERY SHOPPING SPEC FINAL SEPTEMBER.pdf KANTAR Com letter 2019 final - Redacted.pdf

Reference

Domains