CONTRACTING OF EVALUATION SERVICE, UNDER THE MYSTERY SHOPPER METHODOLOGY, OF USER ATTENTION IN FINANCIAL AND INSURANCE SYSTEM COMPANIES

This tender, Process AS-SM-31-2024-SBS-3, is being issued by the Superintendencia de Banca, Seguros y AFP (Superintendency of Banking, Insurance and AFP) for the contracting of an evaluation service. The core objective of this service is to assess the quality of user attention provided by companies operating within the financial and insurance sectors. The evaluation will be conducted using the established 'mystery shopper' (cliente incognito) methodology. This approach involves trained evaluators posing as regular customers to experience and report on the services offered, thereby providing an authentic and unbiased perspective on customer interactions.

The scope of work will likely involve detailed assessments of various touchpoints within these companies, including branch visits, telephone interactions, and potentially digital channels. Key performance indicators related to service efficiency, staff courtesy, product knowledge, problem resolution, and overall customer satisfaction are expected to be central to the evaluation criteria. The tender specifies Lima as the department of operation, indicating that the evaluations will focus on entities within this region. The procurement method chosen is 'Adjudicación Simplificada' (Simplified Adjudication), suggesting a streamlined process for selecting the service provider. This initiative aims to enhance service standards and ensure a high level of customer experience across Peru's financial and insurance industries.

This is a services contract in the finance and banking, information and communication technology and Monitoring Evaluation sectors, with a focus on Telecommunications, Banking and Insurance. Located in Peru, Latin America, this opportunity is open to firms and consortiums, with an estimated budget of PEN 219,299.

Published through Peru SEACE, a national government procurement portal. Public procurement tenders follow the country's national bidding regulations and may have specific eligibility and documentation requirements for services in the finance and banking sector. Service contracts are typically evaluated on both technical quality and price, and may require bidders to demonstrate relevant experience and qualified personnel. This contract has already been awarded. The information is published for transparency and market intelligence purposes.