Market research services

Tender description

HES currently has a Mystery Visit Programme contract in place with Gfk NOP Ltd. The contract is due to expire on the 10.2.2017 after we took up the option to extend by a further year in 2016. HES would like to review how this service can be provided by using a number of different methods. In order to scope out the future requirements HES will need to undertake research and consultations, therefore the new services will not be in place until after 31.12.2017. The aim of the Mystery Visit Programme is to monitor and improve quality services and highlight issues that require improvement throughout the various sites in Scotland, to enhance the visitor's experience. A minimum number of mystery visits is required each year throughout Scotland. This information is used to share learning and help identify needs and areas of improvement and development. In addition to this a number of visits will be required to assess our events along with a number of telephone audits to our Visitor Services teams each year.