Official UK procurement notice
National Insights Survey · UK public procurement notice
Authority: Rail Delivery Group (Public body)
What is being bought
Published requirement descriptionRDG is seeking a qualified supplier or consortium of suppliers to manage and deliver a comprehensive Rail Customer Experience Survey over a three-year contract, commencing in Spring 2025. This survey will gather consistent, high-quality customer experience data across the UK rail industry, including insights from passengers using Train Operating Companies (TOCs) and Network Rail services. The goal is to provide data that helps the rail industry place customers at the heart of service improvements, allowing for targeted investments to boost customer satisfaction and drive revenue growth.
The successful bidder must ensure continuous data collection during each rail period from a representative sample of rail passengers aged 16 and over. Key requirements include the ability to process and deliver data in near real-time via an automated connection, ensuring that data is available daily for analysis by RDG and industry stakeholders. Compliance with GDPR is mandatory, and suppliers should demonstrate their ability to manage and secure sensitive customer information.
Additionally, the survey data will enable the rail industry to align strategic goals, identify improvement opportunities, and provide actionable insights at both a national and TOC level. RDG aims to build a trusted benchmark for customer experience, and the selected supplier will be expected to provide weekly reporting and adhere to strict service levels to ensure the quality and timeliness of data.
Interested parties are invited to participate in the tender process through RDG’s eProcurement system, where they can access the full tender documentation and submit their proposals. For more details and to respond to this notice, please visit the link below:
raildeliverygroup.tlb.app.jaggaer.com/go/474990990191D744803A ↗
CPV: Market and economic research; polling and statistics · Market research services · Marketing services · Research services
The lotProcurement structure
single lot · no lot value publishedLot #1The Rail Delivery Group (RDG) is seeking a supplier or group of suppliers to conduct a…Renewal
The Rail Delivery Group (RDG) is seeking a supplier or group of suppliers to conduct a Rail Customer Experience Survey that will provide ongoing, reliable insights into passenger experiences across Great Britain.
Nature of Services:
- Continuous Data Collection: The supplier will collect feedback from rail passengers aged 16+ during each rail period, covering the entire customer journey from planning to post-travel. This data must be representative of the rail population and enable analysis at the local, regional, and national levels.
- Automated Reporting: The supplier must provide RDG with daily access to the survey results via an automated data system. Online responses should be accessible immediately, and paper-based responses within seven days.
- Incentivized Participation: The use of incentives, such as vouchers, is encouraged to improve response rates based on previous field trials.
Quantity of Work:
- Survey Size: The supplier is responsible for delivering between 5,000 and 25,000 completed questionnaires per rail period, depending on the methodology and sampling plan agreed upon.
- Fieldwork Management: The supplier will deploy trained fieldworkers to collect data across the rail network, ensuring sample targets are met. Contingency plans for rail delays and disruptions must be in place.
- Data Security: All data must be processed securely in compliance with GDPR, with personal data appropriately handled and protected.
What it takes to wini
How this buyer will score bids.
The evaluation criteria and weights exactly as published on the notice, grouped by family (price, quality, social value and so on).
Evaluation split and conditions of participation as published; the tender pack may add morei
How this buyer will score bids.
The evaluation criteria and weights exactly as published on the notice, grouped by family (price, quality, social value and so on).
- Legal form for consortia
- Please refer to the tender documents for more information
- Staff
- Names and qualifications of delivery staff must be submitted
- Shortlisting
- Please refer to the tender documents for more information
- Successive reduction
- Candidates will be reduced successively across stages
Procedure terms & legal framework
From the official record- Procedure method
- Negotiated procedure with prior call for competition
- Legal basis
- CELEX · 32014L0025 Utilities Contracts Regulations 2016 (Directive 2014/25/EU)
- Procurement category
- Services
- Notice status
- Closed
- Procurement threshold
- Unspecified in notice
- Regulatory regime
- Standard
- Commercial structure
- Stand-alone contract (no framework)
- Competition type
- Competitive procedure
- GPA / WTO covered
- Unspecified in notice
- Recurring procurement
- No (one-off requirement)
- First published
- 9 Sept 2024, 16:34 BST
- Last source update
- 9 Sept 2024, 16:34 BST
- FTS notice number
2024/S 000-028839- Classification (CPV)
- Delivery area
- Official registry OCID
ocds-h6vhtk-049959Find a Tender- Contract terms summary
Please refer to the tender documents for more information
- Electronic trading
- e-invoicing allowed · electronic ordering · electronic payment
- Performance terms
Please refer to the tender documents for more information
How it was run
Official notice- Submission deadline
- 25 Sept 2024
- Submission channel
- {"electronicSubmission","written"}
- Accepted languages
- en
- Participation fee
- document
- Bid validity
- 360 days from the deadline
Timeline
9 Sept 2024 → 21 Oct 2024 · 3 dates- Notice published9 Sept 2024, 16:34 BST
- Submission deadline25 Sept 2024
- Invitations to tender expected21 Oct 2024, 00:00 BST
Contracting authority & participating public bodies
Official documents & specifications (2)
Official links; attachments are not copiedTender pack and attachments
- Economic and financial selection criteria
- Technical selection criteria