Scope
Reference
TFW0869.00
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.
Contract 1. Mystery Shop
Supplier
Contract value
- £194,740 excluding VAT
- £233,688 including VAT
Above the relevant threshold
Award decision date
4 July 2025
Date assessment summaries were sent to tenderers
4 July 2025
Standstill period
- End: 17 July 2025
- 8 working days
Earliest date the contract will be signed
18 July 2025
Contract dates (estimated)
- 1 September 2025 to 1 September 2028
- Possible extension to 1 September 2030
- 5 years, 1 day
Description of possible extension:
Option to extend for 2x 1 year periods
Main procurement category
Services
Options
The right to additional purchases while the contract is valid.
Potential option to extend to other modes of transport, including rail, Metro, Traws buses, Fflecsi), with the possibility of increased requirements as the company embarks on adding future multimodal means of travel.
CPV classifications
- 79310000 - Market research services
Contract locations
- UK - United Kingdom
Information about tenders
- 10 tenders received
- 10 tenders assessed in the final stage:
- 9 submitted by small and medium-sized enterprises (SME)
- 0 submitted by voluntary, community and social enterprises (VCSE)
- 1 supplier awarded contracts
- 9 suppliers unsuccessful (details included for contracts over £5 million)
Procedure
Procedure type
Open procedure
Supplier
E.S.A (Market Research) Limited
- Public Procurement Organisation Number: PJJP-1725-YQYL
12-20 Baron Street
London
N1 9LL
United Kingdom
Email: contact.us@esa-retail.co.uk
Region: UKI43 - Haringey and Islington
Small or medium-sized enterprise (SME): Yes
Voluntary, community or social enterprise (VCSE): No
Supported employment provider: No
Public service mutual: No
Contract 1. Mystery Shop
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