Scope
Reference
FX1204
Description
As part of the continuation of DfT's Service Quality Regime, we are looking to retender contracts associated with the audit, mystery shopping and data handling requirements of the regime. The specification is the same as the existing specification for SQRs by the DfT and will cover:
• Station inspections
• Train inspections
• Customer Service mystery shopping
• Re-inspections for failures to confirm improvement
In order to deliver the above we are looking for a supplier to provide independent inspections and mystery shopping across our network.
o Service Quality Register
o Service Quality App/Inspections Software
o Service Quality Inspections and Re-inspection
Contract 1
Supplier
Contract value
- £607,500 excluding VAT
- £729,000 including VAT
Above the relevant threshold
Award decision date
19 December 2025
Date assessment summaries were sent to tenderers
19 December 2025
Standstill period
- End: 5 January 2026
- 8 working days
Earliest date the contract will be signed
16 February 2026
Contract dates (estimated)
- 1 April 2026 to 31 March 2029
- 3 years
Main procurement category
Services
CPV classifications
- 72250000 - System and support services
- 79212000 - Auditing services
Contract locations
- UKC - North East (England)
- UKD - North West (England)
- UKE - Yorkshire and the Humber
- UKF - East Midlands (England)
- UKG - West Midlands (England)
- UKH - East of England
- UKI - London
- UKJ - South East (England)
- UKK - South West (England)
- UKL - Wales
- UKM - Scotland
Information about tenders
- 3 tenders received
- 3 tenders assessed in the final stage:
- 2 submitted by small and medium-sized enterprises (SME)
- 0 submitted by voluntary, community and social enterprises (VCSE)
- 1 supplier awarded contracts
- 2 suppliers unsuccessful (details included for contracts over £5 million)
Submission
Submission type
Requests to participate
Procedure
Procedure type
Competitive flexible procedure
Special regime
Utilities
Supplier
Mystery Shoppers Limited
- Companies House: 2654347
- Public Procurement Organisation Number: PQPW-7527-MTNZ
Dalton House, 60 Windsor Avenue
London
SW19 2RR
United Kingdom
Email: enquires@mystery-shoppers.co.uk
Website: https://www.mystery-shoppers.co.uk/
Region: UKI63 - Merton, Kingston upon Thames and Sutton
Small or medium-sized enterprise (SME): Yes
Voluntary, community or social enterprise (VCSE): No
Supported employment provider: No
Public service mutual: No
Contract 1
Contracting authority
FIRST TRENITALIA WEST COAST RAIL LIMITED
- Companies House: 10349442
- Public Procurement Organisation Number: PGLQ-8629-CMPG
8th Floor The Point
London
W2 1AF
United Kingdom
Region: UKI32 - Westminster
Organisation type: Public undertaking (commercial organisation subject to public authority oversight)