Section one: Contracting entity
one.1) Name and addresses
XC TRAINS LIMITED
Admiral Way
SUNDERLAND
SR33XP
CEISFtender.admin@crosscountrytrains.co.uk
Country
United Kingdom
Region code
UKC23 - Sunderland
Companies House
04402048
Internet address(es)
Main address
one.3) Communication
Access to the procurement documents is restricted. Further information can be obtained at
Additional information can be obtained from the above-mentioned address
Tenders or requests to participate must be submitted to the above-mentioned address
one.6) Main activity
Railway services
Section two: Object
two.1) Scope of the procurement
two.1.1) Title
Provision of a Customer Experience Insight and Survey Feedback Solution
two.1.2) Main CPV code
- 79342310 - Customer survey services
two.1.3) Type of contract
Services
two.1.4) Short description
CrossCountry is seeking a supplier capable of providing an 'always-on' customer feedback survey solution, along with functionality for the presentation of live results and support with advanced ad hoc insights.
The 'always-on' survey needs to be accessible to customers through email invitations and a static link hosted on the onboard Wi-Fi welcome page and onboard posters. A dashboard-style reporting tool is required to present live results, along with functionality to drill down into the live data for deeper analysis.
CrossCountry is also seeking a supplier to proactively uncover and deliver actionable insights to the client. XC are looking for an agency that can go beyond the Customer Experience Survey (CES). XC would like a supplier who can offer both the resources and expertise necessary to help expand and enhance the customer data and insights XC currently have. This includes not only conducting surveys, but also supporting XC in gathering, analysing, and integrating a broader range of customer information, ultimately providing XC with a more comprehensive understanding of customers. This will allow XC to move from an ad-hoc measurement approach with responsive decision making, to a continuous data-driven approach that identifies key business trends, enabling proactive decision-making.
two.1.6) Information about lots
This contract is divided into lots: No
two.2) Description
two.2.2) Additional CPV code(s)
- 79342310 - Customer survey services
- 79342311 - Customer satisfaction survey
two.2.3) Place of performance
NUTS codes
- UKG - West Midlands (England)
two.2.4) Description of the procurement
CrossCountry is seeking a supplier capable of providing an 'always-on' customer feedback survey solution, along with functionality for the presentation of live results and support with advanced ad hoc insights.
The 'always-on' survey needs to be accessible to customers through email invitations and a static link hosted on the onboard Wi-Fi welcome page and onboard posters. A dashboard-style reporting tool is required to present live results, along with functionality to drill down into the live data for deeper analysis.
CrossCountry is also seeking a supplier to proactively uncover and deliver actionable insights to the client. XC are looking for an agency that can go beyond the Customer Experience Survey (CES). XC would like a supplier who can offer both the resources and expertise necessary to help expand and enhance the customer data and insights XC currently have. This includes not only conducting surveys, but also supporting XC in gathering, analysing, and integrating a broader range of customer information, ultimately providing XC with a more comprehensive understanding of customers. This will allow XC to move from an ad-hoc measurement approach with responsive decision making, to a continuous data-driven approach that identifies key business trends, enabling proactive decision-making.
two.2.5) Award criteria
Price is not the only award criterion and all criteria are stated only in the procurement documents
two.2.7) Duration of the contract, framework agreement or dynamic purchasing system
Duration in months
36
This contract is subject to renewal
Yes
Description of renewals
Details of this will be shared in the main tender document.
two.2.10) Information about variants
Variants will be accepted: No
two.2.11) Information about options
Options: No
Section four. Procedure
four.1) Description
four.1.1) Type of procedure
Negotiated procedure with prior call for competition
four.1.8) Information about the Government Procurement Agreement (GPA)
The procurement is covered by the Government Procurement Agreement: No
four.2) Administrative information
four.2.2) Time limit for receipt of tenders or requests to participate
Date
20 March 2025
Local time
12:00pm
four.2.4) Languages in which tenders or requests to participate may be submitted
English
Section six. Complementary information
six.1) Information about recurrence
This is a recurrent procurement: No
six.4) Procedures for review
six.4.1) Review body
XC Trains Limited
Birmingham
Country
United Kingdom