English Heritage provision of Mystery Shopper service

Tender description

The Mystery Shopping programme is intended to measure both the performance of site staff in delivering against the Customer Service Standards, as well as delivering a great visitor experience, and as such the checklist covers all aspects of a visit to an English Heritage property. The Mystery Shopping reports are used by the Historic Properties (Visitor Operations), Membership Sales, and Commercial teams to identify training and development needs. 43 sites are currently included within the Mystery Shopping programme, with each site visited three times per financial year. Visitor numbers vary considerably through the year so we wish to check standards are delivered consistently no matter how busy or quiet the site is. The Mystery Shopper visits in the peak season are access visits, completed by shoppers with an accessibility issue, i.e. a disability or mobility impairment; with a visual or hearing impairment or visiting with someone with learning difficulties. For these visits, the same checklist is used but there are some additional access measures included for the shopper to assess. Suppliers interested in this opportunity should register at https://in-tendhost.co.uk/english-heritage/aspx/Home in order to express interest and download documentation.