Customer Insights Tracker

Concepts

• research services
• customer insights tracker
• insightful analysis
• three ongoing customer insight tracker surveys
• the rail demand tracker
• the general public tracker
• the customer information survey
• public and customer perceptions
• insight
• trackers

Location

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.

Renewal Options

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.

Award Criteria

CPV Codes

• 73110000 - Research services
• 79310000 - Market research services

Indicators

• Options are available.
• Renewals are available.

Other Information

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