Scope
Reference
TFW0869.00
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.
Total value (estimated)
- £142,000 excluding VAT
- £165,666 including VAT
Above the relevant threshold
Contract dates (estimated)
- 1 September 2025 to 31 August 2028
- Possible extension to 30 August 2030
- 4 years, 11 months, 30 days
Description of possible extension:
option to extend for 2x 12 months
Main procurement category
Services
CPV classifications
- 79310000 - Market research services
- 60210000 - Public transport services by railways
Contract locations
- UKL - Wales
Participation
Legal and financial capacity conditions of participation
Please refer to ITT
Technical ability conditions of participation
Please refer to ITT
Particular suitability
Small and medium-sized enterprises (SME)
Submission
Enquiry deadline
5 June 2025, 12:00pm
Tender submission deadline
9 June 2025, 12:00pm
Submission address and any special instructions
E-Tender Wales portal
https://etenderwales.bravosolution.co.uk/go/466298250196C3B6E1A0
Tenders may be submitted electronically
Yes
Languages that may be used for submission
- Welsh
- English
Award decision date (estimated)
7 July 2025
Recurring procurement
Publication date of next tender notice (estimated): 31 August 2029
Award criteria
| Name | Type | Weighting |
|---|---|---|
| Technical | Quality | 70.00% |
| Commercial | Price | 30.00% |
Other information
Payment terms
Refer to ITT
Description of risks to contract performance
Refer to ITT
Conflicts assessment prepared/revised
Yes
Procedure
Procedure type
Open procedure
Justification for not publishing a preliminary market engagement notice
Procurement was initiated prior to the Procurement Act 23 regulations
Contracting authority
Transport for Wales Rail Limited (Utility Buyer)
- Companies House: 12619906
3 Llys Cadwyn
Pontypridd
CF37 4TH
United Kingdom
Region: UKL15 - Central Valleys
Organisation type: Public authority - sub-central government
Devolved regulations that apply: Wales