Scope
Description
The Rail Delivery Group (RDG) is seeking to procure a supplier to deliver three ongoing customer insight tracker surveys: the General Public Tracker, the Rail Demand Tracker, and the Customer Information Survey (InfoTracker). These trackers are essential for understanding public and customer perceptions of the rail industry, demand trends, and satisfaction with information provision, particularly during disruption.
The appointed supplier will design and deliver robust, representative quarterly surveys, manage all fieldwork and data processing, and provide insightful analysis and regular reporting. The contract will be for two years, with an option to extend for a further three. All activities must align with PA23 procurement compliance, ensuring transparency, integrity, and data quality. Findings will support RDG's strategic decision-making and stakeholder engagement, with outputs used internally and for external communications.
Total value (estimated)
- £500,000 including VAT
Above the relevant threshold
Contract dates (estimated)
- 1 April 2026 to 31 March 2028
- Possible extension to 28 March 2031
- 4 years, 11 months, 28 days
Description of possible extension:
The contract may be extended for up to an additional three years beyond the initial two-year term. Extensions may be applied as a single three-year extension or in smaller increments (e.g., 1+1+1 years), subject to continued performance, availability of funding, and evolving research needs. Extensions would be used to maintain continuity of insight tracking, uphold trend data integrity, and respond to future customer insight requirements in line with RDG's strategic objectives.
Options
The right to additional purchases while the contract is valid.
Extensions would be used to maintain continuity of insight tracking, uphold trend data integrity, and respond to future customer insight requirements in line with RDG's strategic objectives.
Main procurement category
Services
CPV classifications
- 73110000 - Research services
- 79310000 - Market research services
Submission
Submission type
Requests to participate
Deadline for requests to participate
11 August 2025, 11:59pm
Submission address and any special instructions
https://raildeliverygroup.tlb.app.jaggaer.com/
Then search for 'Customer Insights Tracker CoP
Tenders may be submitted electronically
Yes
Languages that may be used for submission
English
Award decision date (estimated)
12 December 2025
Award criteria
| Name | Type | Weighting |
|---|---|---|
| Technical | Quality | 65% |
| Commercial | Quality | 35% |
Other information
Conflicts assessment prepared/revised
Yes
Procedure
Procedure type
Competitive flexible procedure
Special regime
Utilities
Competitive flexible procedure description
The procurement will follow a three-stage process:
Selection Stage - Suppliers will be shortlisted based on their expressions of interest/CoP and compliance with selection criteria.
Written Response and Evaluation - Shortlisted suppliers will be invited to submit written responses to a detailed set of requirements. These responses will be evaluated against published award criteria.
Presentation Stage - Selected suppliers will present their proposals to clarify and expand on their written submissions.
BAFO (Best and Final Offer) - Following presentations, suppliers may be invited to submit a Best and Final Offer, which will be evaluated to determine the preferred bidder.
Documents
Documents to be provided after the tender notice
All procurement documents will be made available electronically and free of charge via the eSourcing Portal, Jaggaer..
Bidders will be required to register on the platform to access the full suite of tender documentation, including the Statement of Requirements, evaluation criteria, terms and conditions, and response templates. Clarifications and updates during the tender process will also be issued through the same portal to ensure transparency and equal access to information.
Suppliers will be required to submit their responses electronically via the same portal by the stated deadline. No hard copy or email submissions will be accepted. Access to documents will remain open until the submission deadline.
Contracting authority
Rail Delivery Group
- Companies House: 08176197
First Floor, 1 Puddle Dock, London
London
EC4V 3DS
United Kingdom
Contact name: Tosin Sanusi
Region: UKI31 - Camden and City of London
Organisation type: Public authority - sub-central government