Service Quality Regime

Tender description

The Client wants to improve the quality of presentation of their stations and trains and to monitor and improve levels of customer service from front-line colleagues and on our social media. To achieve this, we are introducing Service Quality Regimes (SQR). This would cover as a minimum: Station inspections Train inspections Customer Service mystery shopping Re-inspections for failures to confirm improvement Lot 1: Lot 1 - Service Quality Management System Software to manage service quality regime. Lot 2: Lot 2 - Service Quality Register Service quality electronic register to manage detailed list of facilities and services for each service quality area for every station and carriage type on trains. Lot 3: Lot 3-Service Quality App/inspections software Software capable of recording performance against all of the elements of the Service Quality Register to allow both inspections and re-inspections of trains and stations to be carried out. Lot 4: Lot 4 - Service Quality Inspections Services to monitor the quality of delivery with an intensive programme of inspections across rail networks on stations, trains and for customer service elements at all times of the day and week to provide a representative measure of customer experience.