The Provision of Mystery Shopping

Tender description

The Provision of Mystery Shopping Services to First Greater Western Railway Lot 1: The aim of the Mystery Shop programme is to measure the consistency of service delivery against the prescribed Customer Service and proposition standards GWR have laid out. Mystery Shops will be required to be conducted across all days of the week including weekends and Bank Holidays and conducted between the core hours of 07.00 and 19.00 to ensure a spread of audits across the times of days during a period. The exception to this will be Christmas Day and Boxing Day and any other days or periods that GWR will notify the supplier of when it is unfeasible to conduct Mystery Shopping. For the Night Riviera the days of the week are Sunday to Friday, with one service in either direction on each of those evenings. There is no Saturday service in either direction. Audits will need to have the capability to use scoring such that critical aspects of the audit may receive a higher 'weighting' to an overall audit result.