Provision of a Customer Experience Insight and Survey Feedback Solution

{
  "id": "065678-2026",
  "tag": [
    "award",
    "contract"
  ],
  "date": "2026-07-13T14:47:41+01:00",
  "ocid": "ocds-h6vhtk-04e303",
  "buyer": {
    "id": "GB-COH-04402048",
    "name": "XC TRAINS LIMITED"
  },
  "awards": [
    {
      "id": "065678-2026-1",
      "status": "active",
      "relatedLots": [
        "1"
      ]
    }
  ],
  "tender": {
    "id": "ocds-h6vhtk-04e303",
    "lots": [
      {
        "id": "1",
        "status": "cancelled",
        "hasOptions": false,
        "description": "•\tCustomer feedback management. This involves soliciting, collecting and reporting on customer feedback. The feedback programme is to be 'always on', enabling customers to deliver feedback at any time.\n•\tThe supplier will provide bespoke insight services. The supplier can offer both the resources and expertise necessary to expand and enhance the customer data and insights that are currently available. This includes not only conducting surveys, but also supporting us in gathering, analysing, and integrating a broader range of customer information, ultimately providing us with a more comprehensive understanding of our customers to drive informed business decisions. \n•\tCustomer panel management. Separately, XC also has a customer panel. The customer panel consists of people that have voluntarily signed up to a mailing list to receive regular surveys. The panel members are to be surveyed four times a year."
      }
    ],
    "items": [
      {
        "id": "1",
        "relatedLot": "1",
        "deliveryAddresses": [
          {
            "region": "UKG"
          }
        ]
      }
    ],
    "title": "Provision of a Customer Experience Insight and Survey Feedback Solution",
    "status": "complete",
    "legalBasis": {
      "id": "32014L0025",
      "scheme": "CELEX"
    },
    "description": "A supplier capable of providing an 'always-on' customer feedback survey solution, along with functionality for the presentation of live results and support with advanced ad hoc insights. The 'always-on' survey needs to be accessible to customers through email invitations and a static link hosted on the onboard Wi-Fi welcome page and onboard posters. A dashboard-style reporting tool is required to present live results, along with functionality to drill down into the live data for deeper analysis. XC is also seeking a supplier to proactively uncover and deliver actionable insights to the client. XC are looking for an agency that can go beyond the Customer Experience Survey (CES). XC would like a supplier who can offer both the resources and expertise necessary to help expand and enhance the customer data and insights XC currently have. This includes not only conducting surveys, but also supporting XC in gathering, analysing, and integrating a broader range of customer information, ultimately providing XC with a more comprehensive understanding of customers. This will allow XC to move from an ad-hoc measurement approach with responsive decision making, to a continuous data-driven approach that identifies key business trends, enabling proactive decision-making.",
    "classification": {
      "id": "79342310",
      "scheme": "CPV",
      "description": "Customer survey services"
    },
    "procurementMethod": "selective",
    "mainProcurementCategory": "services",
    "procurementMethodDetails": "Negotiated procedure with prior call for competition"
  },
  "parties": [
    {
      "id": "GB-COH-04402048",
      "name": "XC TRAINS LIMITED",
      "roles": [
        "buyer"
      ],
      "address": {
        "region": "UKC23",
        "locality": "Business Park",
        "postalCode": "SR33XP",
        "countryName": "United Kingdom",
        "streetAddress": "C/O Arriva Plc 1 Admiral Way"
      },
      "details": {
        "url": "http://www.crosscountrytrains.co.uk",
        "classifications": [
          {
            "id": "RAILWAY_SERVICES",
            "scheme": "TED_CE_ACTIVITY",
            "description": "Railway services"
          }
        ]
      },
      "identifier": {
        "id": "04402048",
        "scheme": "GB-COH",
        "legalName": "XC TRAINS LIMITED"
      },
      "contactPoint": {
        "name": "Emily Pearson",
        "email": "emily.pearson@crosscountrytrains.co.uk"
      }
    },
    {
      "id": "GB-FTS-78247",
      "name": "XC Trains Limited",
      "roles": [
        "reviewBody"
      ],
      "address": {
        "locality": "Birmingham",
        "countryName": "United Kingdom"
      },
      "identifier": {
        "legalName": "XC Trains Limited"
      }
    }
  ],
  "language": "en",
  "contracts": [
    {
      "id": "065678-2026-1",
      "status": "active",
      "awardID": "065678-2026-1",
      "dateSigned": "2026-06-15T00:00:00+01:00"
    }
  ],
  "initiationType": "tender"
}