The Provision of Mystery Shopping

A Utilities Contract Notice
by FIRST GREATER WESTERN LIMITED

Source
Find a Tender
Type
Contract (Services)
Duration
5.5 year
Value
400K
Sector
PROFESSIONAL
Published
27 May 2022
Delivery
08 Jan 2023 to 30 Jun 2028
Deadline
22 Jun 2022 12:00

Concepts

Location

SWINDON

Geochart for 2 buyers and 0 suppliers

2 buyers

Description

The Provision of Mystery Shopping Services to First Greater Western Railway

Total Quantity or Scope

The aim of the Mystery Shop programme is to measure the consistency of service delivery against the prescribed Customer Service and proposition standards GWR have laid out. Mystery Shops will be required to be conducted across all days of the week including weekends and Bank Holidays and conducted between the core hours of 07.00 and 19.00 to ensure a spread of audits across the times of days during a period. The exception to this will be Christmas Day and Boxing Day and any other days or periods that GWR will notify the supplier of when it is unfeasible to conduct Mystery Shopping. For the Night Riviera the days of the week are Sunday to Friday, with one service in either direction on each of those evenings. There is no Saturday service in either direction. Audits will need to have the capability to use scoring such that critical aspects of the audit may receive a higher 'weighting' to an overall audit result.

CPV Codes

  • 79310000 - Market research services

Indicators

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

Reference

Domains