UK-Maidstone: Customer survey services.

Scope

Description: KCC has the statutory responsibility to provide a Household Waste Recycling Centre (HWRC) service to residents, of which we currently have 19 in Kent. The HWRCs are for the disposal of household waste and accept a wide range of materials. Trade waste is accepted at a number of sites.

Mystery shopping has proven to be an effective tool for independently assessing the quality of service delivery, identifying areas for improvement, identifying health and safety issues, informing staff training, operational decisions and maintaining site cleanliness at each of the HWRC’s.

KCC requires a contract for Mystery Shopping at Household Waste Recycling Centres (HWRCs) for a period of 36 months from May 2026 to April 2029 , with the option of an additional 12 month extension if required.

The supplier must have the following as a minimum:
•Capacity – the supplier must have the capacity to undertake four monthly visits to each of the 19 sites across Kent.
•Personnel – the supplier must have sufficient personnel resources to ensure the Mystery Shopper are not recognised by HWRC staff.
•Data Storage – the suppliers must have the ability to store the data it collects.
•Monthly Reporting – the supplier must have the ability to provide monthly reporting to the Council on the results of its surveys.
For more information about this opportunity, please visit the Delta eSourcing portal at:
https://www.kentbusinessportal.org.uk/tenders/UK-UK-Maidstone:-Customer-survey-services./43V3H9RE8T

To respond to this opportunity, please click here:
https://www.kentbusinessportal.org.uk/respond/43V3H9RE8T

Total value (estimated):

GBP 160,000 excluding VAT GBP 192,000 including VAT

Description

Contract dates (estimated)
01/05/2026 to 30/04/2029
CPV Classifications:
79342310 - Customer survey services.

Contract can be extended:
Yes

Extension Date:
30/04/2030

Delivery regions:
UKJ SOUTH EAST (ENGLAND)

Award criteria:
Quality criterion - Name: Lowest Total Contract Value above Minimum Quality Threshold / Weighting:

Submission

Enquiry deadline: 27/01/2026 Time: 12:00Tender submission deadline: 09/02/2026 Time: 12:00
Submission address and any special instructions: https://www.kentbusinessportal.org.uk
An electronic auction will be used: No

Procedure

Procedure type: Below threshold - open competition

Contracting authority

Kent County Council, PLDL-8938-YGYW
Kent County Council, County Hall, Maidstone, ME14 1XQ, United Kingdom
Email: adam.fletcher@kent.gov.uk
Contact: Adam Fletcher

Organisation type: REGIONAL_AUTHORITY
Devolved regulations that apply: None