Summary
- OCID:
- ocds-h6vhtk-051137
- Published by:
- Transport for Wales Rail Limited (Utility Buyer)
- Authority ID:
- AA80566
- Publication date:
- 07 July 2025
- Deadline date:
- -
- Notice type:
- UK6
- Has documents:
- No
- Has SPD:
- No
- Has Carbon Reduction Plan:
- N/A
Abstract
Transport for Wales Rail Limited (TfWRL) has awarded a contract for the design and delivery of a comprehensive mystery shopper programme to assess and improve customer experience across its transport network. The programme includes regular mystery shopping activities—covering stations, onboard services, and journeys undertaken by passengers with accessibility needs—across all modes of travel including rail, Metro, TrawsCymru, and Fflecsi, with provision for future multimodal travel.
Full notice text
Scope
Procurement reference
TFW0869.00
Procurement description
Transport for Wales Rail Limited (TfWRL) has awarded a contract for the design and delivery of a comprehensive mystery shopper programme to assess and improve customer experience across its transport network. The programme includes regular mystery shopping activities—covering stations, onboard services, and journeys undertaken by passengers with accessibility needs—across all modes of travel including rail, Metro, TrawsCymru, and Fflecsi, with provision for future multimodal travel.
Contracting authority
Transport for Wales Rail Limited (Utility Buyer)
Identification register:
Address 1: 3 Llys Cadwyn
Town/City: Pontypridd
Postcode: CF37 4TH
Country: United Kingdom
Website: http://www.tfwrail.wales
Companies House: 12619906
Contact name: Chloe Allen
Email: chloe.allen@tfw.wales
Organisation type: Public authority - sub-central government
Devolved regulations that apply: Wales
Supplier
E.S.A (Market Research) Limited
Identification register:
Address 1: 12-20 Baron Street
Town/City: London
Postcode: N1 9LL
Country: United Kingdom
Public Procurement Organisation Number: PJJP-1725-YQYL
Email: contact.us@esa-retail.co.uk
Type:
Procedure
Procedure type
Open procedure
Contract
Mystery Shop
ID: 1
Status: Pending
Related lots
1
Date the contract will be signed (estimated)
18 July 2025, 23:59PM
Can this contract be extended?: Yes
Value
194740 GBP Excluding VAT
233688 GBP Including VAT
CPV classifications
- 79310000 - Market research services
Is the total value above threshold?
Above threshold
Contract dates (estimated)
01 September 2025, 00:00AM to 01 September 2028, 23:59PM
Extension end date (if all the extensions are used): 01 September 2030
Coding
Commodity categories
| ID |
Title
|
Parent category
|
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There are no commodity categories for this notice.
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Delivery locations
| ID |
Description
|
| 1000 |
WALES |
Document family
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Notice details
|
- Publication date:
- 12 May 2025
- Deadline date:
- 09 June 2025 12:00
- Notice type:
- UK4
- Version:
- 1
- Authority name:
- Transport for Wales Rail Limited (Utility Buyer)
|
- Publication date:
- 07 July 2025
- Deadline date:
- Notice type:
- UK6
- Version:
- 1
- Authority name:
- Transport for Wales Rail Limited (Utility Buyer)
|
About the buyer
- Main contact:
- n/a
- Admin contact:
- n/a
- Technical contact:
- n/a
- Other contact:
- n/a