Specifications include, but are not limited to: The Dallas/Fort Worth International Airport Board (hereinafter called “Board”) is requires mystery shopper services to evaluate airport concession locations specifically covering Food & Beverage, Retail, and Services. The results from the evaluations will enable the Board’s Concessions Department staff to: • Understand customers’ service current conditions; • Identify service improvement priorities to guide resource allocation decisions; • Understand the impact of service quality initiatives and investments; • Analyze performance-based data to help ensure accountability, reward excellence in customer service, and pinpoint the areas of improvement 1.2 The Board is seeking a premier company that specializes in measuring and reinforcing service standards and brand compliance to raise the bar to a world-class customer experience. A company with unbiased auditing, inspection, and robust data analysis experience. 1.3 Mystery Shop Services are defined as a tool to observe and measure customer service, product quality, and the environment of the establishment in general. 3.1 The Board currently has approximately two hundred (200) concessions in the terminals as well as six (6) outside the terminals at the Airport. The types of concessions are as follows: 3.1.1 Accessories 3.1.2 Apparel 3.1.3 Bar 3.1.4 Cafeteria 3.1.5 Casual Dining / Bar 3.1.6 Coffee 3.1.7 Convenience 3.1.8 Currency Exchange 3.1.9 Destination Themed Gifts 3.1.10 Duty-Free 3.1.11 Electronics 3.1.12 Fast Food 3.1.13 Health / Beauty 3.1.14 Lounge 3.1.15 Medical 3.1.16 Meet & Greet 3.1.17 News 3.1.18 Quick Serve 3.1.19 Rental Car 3.1.20 Service 3.1.21 Shoe Shine 3.1.22 Snack 3.1.23 Spa / Salon 3.1.24 Specialty Retail
