Tenders Are Invited For Market Research Services – Mystery Shopping

Market Research Services – Mystery Shopping. Nmbs Wishes To Conclude A Framework Agreement For The Implementation Of Mystery Shopping Services With The Aim Of Measuring, Monitoring And Improving The Quality Of Services To Travelers Within Its Railway Network. The Aim Of The Assignment Is To Independently And Objectively Evaluate The Customer Experience At The Various Contact Points Between Travelers And Nmbs Employees Or Partners. The Observations Carried Out Should, In Particular, Make It Possible To Analyze The Quality Of The Welcome, The Professionalism, The Availability, The Quality Of The Information Provided And The Compliance With The Service Standards Established By The Nmbs. The Assignment Includes The Preparation Of Mystery Shopping Campaigns, The Recruitment And Management Of Mystery Shoppers, The Organization And Follow-Up Of Field Work, The Collection And Validation Of Data, As Well As The Preparation Of Reports And Analyzes Intended For Nmbs.