Services - 615155-2021

02/12/2021    S234

France-Paris La Défense: Mystery Shopping Activities in Financial Services

2021/S 234-615155

Prior information notice

This notice is for prior information only


Legal Basis:
Regulation (EU, Euratom) No 2018/1046

Section I: Contracting authority

I.1)Name and addresses
Official name: European Banking Authority (EBA)
National registration number: 847817798 00014
Postal address: Tour Europlaza, 20 av. André Prothin, CS 30154
Town: Paris La Défense Cedex
NUTS code: FR105 Hauts-de-Seine
Postal code: 92927
Country: France
Internet address(es):
Main address:
Address of the buyer profile:
Additional information can be obtained from the abovementioned address
I.4)Type of the contracting authority
European institution/agency or international organisation
I.5)Main activity
Economic and financial affairs

Section II: Object

II.1)Scope of the procurement

Mystery Shopping Activities in Financial Services

Reference number: EBA/2022/11/CCPC/OP
II.1.2)Main CPV code
79312000 Market-testing services
II.1.3)Type of contract
II.1.4)Short description:

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.

II.1.5)Estimated total value
Value excluding VAT: 1 600 000.00 EUR
II.1.6)Information about lots
This contract is divided into lots: no
II.2.2)Additional CPV code(s)
79311000 Survey services
79310000 Market research services
II.2.3)Place of performance
NUTS code: FR105 Hauts-de-Seine
Main site or place of performance:

The services will be provided from the contractor’s premises, remotely and with mystery shopping visits.

II.2.4)Description of the procurement:

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.

II.2.14)Additional information

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 until 15 December 2021.

II.3)Estimated date of publication of contract notice:

Section IV: Procedure

IV.1.8)Information about the Government Procurement Agreement (GPA)
The procurement is covered by the Government Procurement Agreement: no

Section VI: Complementary information

VI.3)Additional information:

Please request the questionnaire to respond to the survey as explained in Section II.2.14) above.

VI.5)Date of dispatch of this notice: