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Tender Details
- Country: United Kingdom
- Summary: Service Quality Regime (Sqr): Inspection and Mystery Shopper Services
- GBT Ref No: 57854637
- Deadline: 25 Oct 2021
- Competition: ICB
- Financier: Self Financed
- Purchaser Ownership: -
- Tender Value: 1000000
- Notice Type: Tender
- Document Ref. No.: EOI - Service Quality Regime
- Purchaser's Detail :
- Description :
- Title : Service Quality Regime (SQR): Inspection and Mystery Shopper Services
Location Of Contract : East of England, London, South East
Industry : Auditing services - 79212000
Value Of Contract : £1,000,000
Description : GTR are looking to procure a partner / s to deliver the Department for Transports (DfT) specified requirements for a Service Quality Regime.GTR currently have an internal service quality audit team (QuEST) and a supplier who provide mystery shopping services. The DfT have specified that the auditing / inspection function must be outsourced to an external supplier and TUPE process will be followed for the existing QuEST team. GTR therefore require an outsourced 'Service Quality Regime' (SQR) partner / s to deliver to the specification provided by the DfT. There are two core component parts of the SQR; the delivery of audits / inspections with the supporting reporting of outcomes and the delivery of mystery shopping. The objective of the audit / inspection component of the SQR is to assess the consistent quality of our station and fleet assets against pre-defined criteria, to ensure a continued level of high performance via ongoing audits and monitoring. The objective of the mystery shopper component is to measure the quality of customer service delivery across 'staff helpfulness' (via mystery shopper in stations and on trains) and the quality of online information (remote mystery shopping of social media ... - Documents :
Purchaser : GOVIA THAMESLINK RAILWAY LTD
24 Monument Street LONDON EC3R8AJ England
Contact Person : Adrian Jones
Email :adrian.jones@gtrailway.com
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