Mystery Shopper

Concepts

• peterborough
• research services
• citb
• mystery shopping contract
• mystery shoppers
• mystery shops
• mystery shop program
• mystery shopper
• citb wishes
• training centres

Location

UNITED KINGDOM

Description

CITB wishes to procure a supplier who will provide a mystery shopping contract covering the whole of the UK and Northern Ireland ensuring that there are sufficient adequately trained and briefed mystery shoppers in all geographical areas. The Contract will be awarded for a period of 3 years with the option to extend for a further 12 months subject to review.

Total Quantity or Scope

The core project objective is to consistently monitor testing and training centres to provide CITB with assurance that those centres are operating and following the scheme rules for each product and are delivering the customer experience CITB expects. This includes customer service, processes and issues candidates face across the whole testing experience from booking to completing the test/course. These mystery shops are required in order to: •measure key customer service levels •monitor performance from the point a booking is made, either by phone or online, through to completing a test •provide an immediate escalated alert mechanism for non-compliance in specifically selected key areas. This will require the services of an experienced, professional organisation to deliver a robust, managed, mystery shop program.

CPV Codes

• 73110000 - Research services
• 79000000 - Business services: law, marketing, consulting, recruitment, printing and security
• 71317200 - Health and safety services
• 71317210 - Health and safety consultancy services
• 80000000 - Education and training services
• 80500000 - Training services
• 80520000 - Training facilities
• 80521000 - Training programme services
• 80530000 - Vocational training services
• 45214620 - Research and testing facilities construction work
• 79310000 - Market research services

Indicators

• Bids should cover the whole contract.
• This is a recurring contract.
• Renewals are not available.
• Award on basis of price and quality.

Other Information

To respond to this opportunity please click here: https://www.delta-esourcing.com/respond/8S49FUXK45 The contracting authority considers that this contract may be suitable for economic operators that are small or medium enterprises (SMEs). However, any selection of tenderers will be based solely on the criteria set out for the procurement. For more information about this opportunity, please visit the Delta eSourcing portal at: https://www.delta-esourcing.com/tenders/UK-UK-Peterborough:-Research-services./8... To respond to this opportunity, please click here: https://www.delta-esourcing.com/respond/8S49FUXK45 GO Reference: GO-202254-PRO-20080272