TfL 96020 Customer Insights Study - Retail

Tender description

<p>TfL Estates wishes to better understand its customers' (ie tenants) experiences and needs across all in-station retail (and several out of station retail locations). To that end the intention, as a result of this competition, is to appoint a suitably experienced consultant to carry out a detailed customer insight study, to include the following deliverables:</p> <p>&bull; Create detailed end-to-end customer journey/experience map for retail &ndash; covering in station and some of the main properties involved in out of station retail</p> <p>&bull; Understand customer needs and expectations at each stage of their experience</p> <p>&bull; Measure how TfL are performing at each stage of the customer journey against their expectations</p> <p>&bull; Understand any potential differences in needs by customer type</p> <p>&bull; Particular focus to be paid on how the customer interacts and work with the stations</p> <p>&bull; Recommend areas for improvement for customer experience and customer culture</p> <p>PLEASE NOTE: There is no additional information to download at this stage, this is just an opportunity for you to express an interest in the forthcoming tender. We currently expect to issue tender documents in early June (following the closing of the EOI window).</p> Keywords: Customer Insight Study