EXPRESSION OF INTEREST (EOI)

FOR PROVISION OF MYSTERY SHOPPING SERVICES
COPEDU Plc

Introduction

COPEDU PLC is a Public Limited Company licensed by the National Bank of Rwanda to operate as a Microfinance Institution, registered in the office of the Registrar General with Company Code 100544626, P.O. Box 4053 Kigali.

COPEDU PLC is seeking for qualified and experienced service providers to submit their Expression of Interest (EOI) for conducting a comprehensive mystery shopping exercise. This initiative will evaluate service quality, enhance operational efficiency, and reinforce our position as a leader in Rwanda’s microfinance sector.

Scope of Services

The selected service provider will be responsible for:

Planning and Methodology Development:

• Designing a robust mystery shopping framework tailored to the Banking sector.
• Developing realistic customer scenarios to evaluate various service touchpoints.

Execution of Mystery Shopping Activities:

• Conducting visits to all COPEDU Plc branches nationwide.
• Assessing the customer experience across key service dimensions, including responsiveness, professionalism, product knowledge, and compliance with service standards.

Assessment of Specialized Services:

• Evaluating branch-level adherence to customer-centric practices.

Reporting and Recommendations:

• Providing comprehensive reports detailing findings, insights, and actionable recommendations for service improvement.
• Presenting findings to the COPEDU Plc Management team, supported by data visualization and trend analysis.

Post-Assessment Support:

• Offering follow-up consultations to address identified gaps and propose targeted
• training or interventions

Submission Requirements

Applicants are required to submit the following documents:

Company Profile:

• Including experience in conducting mystery shopping services, with a proven track record in the banking or Microfinance sector.

Proof of Similar Assignments:

• Evidence of two (2) work certificate of completed similar assignments in the banking or Microfinance sector, at least one from Rwandan.

Certificates:

• Valid tax clearance certificate from the Rwanda Revenue Authority (RRA).
• Valid clearance certificate from the Rwanda Social Security Board (RSSB).
• Full company registration certificate from RDB

Proposed Methodology:

• Detailed approach for conducting the mystery shopping exercise.

Key Personnel:

• CVs of key team members involved in the project.
• Financial and technical capacity to execute the assignment:
• Financial proposal in Rwanda Francs with technical proposal will be based on during evaluation

Submission Details

Interested service providers should submit their EOIs, with Financial and technical proposals in 2 separate sealed envelopes clearly marked, to the address below:

COPEDU Plc Headquarters
Kicukiro Sonatube road
Attention: Managing Director

The submission deadline is February 10^th, 2025 at 10:00 AM. The opening will be on the same day at 10:30 AM in presence of bidders who wish to attend, Late submissions will not be considered.

Selection Process

The selection of the winner will be based on the combination of financial and technical proposals.

Disclaimer

This EOI does not constitute a solicitation or binding commitment by COPEDU Plc to award a contract or engage in any business activity with any respondent. COPEDU Plc reserves the right to reject any or all EOIs without assigning any reasons.

Done on 28/01/2025

Muganza Jean Damascene

A.g Head of Operations

Nyangezi Joseph

A.g Managing Director