Mystery Shopping and Customer Satisfaction for Call Centres

TfL is awarding a contract for: Customer Satisfaction Surveys - To carry out objective and actionable surveys automated real time customer satisfaction surveys triggered by recent interactions with the contact centre across telephony and correspondence channels. Mystery Shopper Surveys. - To carry out objective, high quality and actionable surveys on a 4 weekly basis across all TfL channels. Reporting for both Mystery Shopper and Customer Satisfaction. - To measure staff against quality performance criteria and the behaviours shown, - To assess performance throughout the period and year and provide concise and actionable feedback on whether our customer standards are bring met.