# Customer Research and Insight Services - Lot 2 Task H - Visitor Centres Mystery Shopping Surveys \(MSS\)

> Contract award record from UK public-sector procurement sources.

## Key facts

- Public buyer: [Transport for London](/buyers/transport-for-london/contract-awards)
- Contract winner: GfK NOP Ltd Level 18
- Award value: £160,000
- Tender value: £160,000
- Award date: 1 July 2015
- Published: 18 November 2016
- Contract start: 1 July 2015
- Contract end: 31 March 2019
- Stage: awarded
- Procurement category: services
- Notice ID: 6ce56fa8-8b8d-4b7e-9936-913a7cacd1f7-93290
- OCID: ocds-b5fd17-890181d5-adc9-11e6-9901-0019b9f3037b

## Description

TfL is seeking to appoint a research agency to implement, manage and develop TfL’s Contact Centres mystery shopping programme\. The successful agency will work closely with TfL’s Customer Research & Insight team and TfL’s internal clients to deliver a focused, efficient, valid, timely and cost effective programme of work\. The research is to be conducted using mystery shopping survey techniques to meet the following business objectives: • To provide actionable and responsive research tools to enable TfL to deliver excellent customer service • To monitor customer facing assets • To ensure Customer Service Delivery Standards are being met • To provide performance data for Key Performance Indicators

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## Source

[View the original notice on Contracts Finder](https://www.contractsfinder.service.gov.uk/Notice/6ce56fa8-8b8d-4b7e-9936-913a7cacd1f7-93290)