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France-Paris La Défense: Mystery Shopping Activities in Financial Services
Prior information notice
This notice is for prior information only
Section I: Contracting authority
Section II: Object
Mystery Shopping Activities in Financial Services
The contracting authority (EBA) would like to sign a framework contract for mystery shopping activities in financial services, including:
— mystery shopping services,
— consultancy, benchmarking and project management services, and
— training courses.
The services will be provided from the contractor’s premises, remotely and with mystery shopping visits.
The EBA aims to procure mystery shopping services in financial services from a mystery shopping provider.
The purpose of the mystery shopping is to collect information to verify if the information requirements have been properly disclosed to the consumers by financial institutions, if required. Also, to verify if advice has been provided to consumers and to know whether the relevant staff possess an adequate level of training, knowledge and competence in order to achieve a high level of professionalism when selling products and services to consumers.
EBA aims at signing a framework contract with a maximum estimated value that will be set in the contract notice. EBA may request a variety of types of assignments under the framework contract. The services may be required also in relation with project management services, reporting preliminary results after the mystery shopping exercise and training of participating relevant staff before and after the mystery shopping activities have been carried out.
The mystery shopping activity will include the provision of questionnaires, scenarios for mystery shoppers, preliminary analysis of the results to facilitate the analysis by the relevant supervisors.
The mystery shopping activity is expected to be carried out on-site at financial institutions’ premises or off-site via call-centers or online channels, across all or a given subset of European Union Member States and will mainly concern the pre-contractual stage.
More details will be available at a later stage in the procurement process with the publication of the contract notice in the Official Journal of the EU.
At this stage, EBA invites interested economic operators to respond to a short survey. Responses to the survey will help the EBA analyse the market and develop the call for tenders. You may request the questionnaire by email to email@example.com until 15 December 2021.
Section IV: Procedure
Section VI: Complementary information
Please request the questionnaire to respond to the survey as explained in Section II.2.14) above.