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Cymraeg

UK4

Mystery Shop

  • First published: 12 May 2025
  • Last modified: 12 May 2025

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Contents

Summary

OCID:
ocds-h6vhtk-051137
Published by:
Transport for Wales Rail Limited (Utility Buyer)
Authority ID:
AA80566
Publication date:
12 May 2025
Deadline date:
09 June 2025
Notice type:
UK4
Has documents:
No
Has SPD:
No
Has Carbon Reduction Plan:
N/A

Abstract

Transport for Wales (TfW) seeks a supplier to design and implement a comprehensive mystery shopper programme to evaluate customer experience across its network. The programme will assess key aspects of customer experience at stations/terminals, onboard, and for passengers with accessibility needs.

Full notice text

Scope

Procurement reference

TFW0869.00

Procurement description

Transport for Wales (TfW) seeks a supplier to design and implement a comprehensive mystery shopper programme to evaluate customer experience across its network. The programme will assess key aspects of customer experience at stations/terminals, onboard, and for passengers with accessibility needs.

Main category

Services

Delivery regions

  • UKL - Wales

Total value (estimated, excluding VAT)

142000 GBP to 142000GBP

Contracting authority

Transport for Wales Rail Limited (Utility Buyer)

Identification register:

  • GB-COH

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

Procedure

Procedure type

Open procedure

Is the total value above threshold?

Above threshold

Lots

Divided into 1 lots

Lot number: 1

CPV classifications

  • 79310000 - Market research services
  • 60210000 - Public transport services by railways

Delivery regions

  • UKL - Wales

Lot value (estimated)

142000 GBP Excluding VAT

165666 GBP Including VAT

Sustainability

Small and medium-sized enterprises (SME)

Participation

Conditions

Economic

Conditions of participation

Please refer to ITT

Conditions

Economic

Conditions of participation

Please refer to ITT

Award criteria

Type: price

Name

Commercial

Weighting: 30.00

Weighting type: percentageExact

Type: quality

Name

Technical

Weighting: 70.00

Weighting type: percentageExact

Contract terms and risks

Payment terms

Refer to ITT

Description of risks to contract performance

Refer to ITT

Submission

Tender submission deadline

09 June 2025, 12:00PM

Enquiry deadline

05 June 2025, 12:00PM

Date of award of contract

07 July 2025, 23:59PM

Submission address and any special instructions

E-Tender Wales portalhttps://etenderwales.bravosolution.co.uk/go/466298250196C3B6E1A0

May tenders be submitted electronically?

Yes

Is this a recurring procurement?

No

Publication date of next tender notice (estimated)

31 August 2029, 23:59PM

Languages that may be used for submission

  • English
  • Welsh

Coding

Commodity categories

ID Title Parent category
79310000 Market research services Market and economic research; polling and statistics
60210000 Public transport services by railways Railway transport services

Delivery locations

ID Description
1000 WALES

Document family

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

Further information

Date Details
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