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PROCUREMENT OPPORTUNITY

Mystery Shop

Transport for Wales Rail Limited (Utility Buyer) · Tender notice on Find a Tender

Tender information last checkedLast checked 30 Sept 2026, 01:29.

Opportunity overview

Transport for Wales Rail Limited (TfWRL) has awarded a contract for the design and delivery of a comprehensive mystery shopper programme to assess and improve customer experience across its transport network. The programme includes regular mystery shopping activities—covering stations, onboard services, and journeys undertaken by passengers with accessibility needs—across all modes of travel including rail, Metro, TrawsCymru, and Fflecsi, with provision for future multimodal travel.

Awarded to

Amounts belong to published awards or contracts. Where several suppliers share one value, it is labelled as shared and is not a supplier-specific allocation.

E.S.A (Market Research) Limited

Match pending…
Published award value
£194.7k
Awarded
3 Jul 2025
Award ID
1
Status
pending
Identifier
GB-PPON PJJP-1725-YQYL
Location
London, UKI43, N1 9LL, United Kingdom

Classification

  • CPV60210000 — Public transport services by railways
  • CPV79310000 — Market research services

Lots

  • Lot 1£142k

Documents and notices

Published notice details

Additional information from the published procurement release. Fields appear only when supplied by the source; check the original notice and tender documents before acting.

Scope, procedure and submissions

Id
TFW0869.00
Status
complete
Published risks
Refer to ITT
Has Recurrence
Yes
Above Threshold
Yes
Procurement Method
open
Main Procurement Category
services
How to submit
E-Tender Wales portal https://etenderwales.bravosolution.co.uk/go/466298250196C3B6E1A0
Procurement Method Details
Open procedure

Legal basis

Id
2023/54
Scheme
UKPGA

Recurrence

Dates

Entry 1
Starts
31 Aug 2029, 23:59

Expected award period

Ends
7 Jul 2025, 23:59

Tender Period

Ends
9 Jun 2025, 12:00

Contract terms

Financial Terms
Refer to ITT

Enquiry period

Ends
5 Jun 2025, 12:00

Submission terms

Electronic Submission Policy
allowed

Languages

en
cy

Lots and requirements

Entry 1
Id
1
Status
complete
Has Renewal
Yes

Value

Amount
142,000
Currency
GBP
Including VAT
165,666

Renewal

Description
option to extend for 2x 12 months

Suitability

Sme
Yes

Award criteria

Criteria

Criterion 1
Name
Commercial
Type
price

Numbers

Entry 1
Number
30
Weight
percentageExact
Criterion 2
Name
Technical
Type
quality

Numbers

Entry 1
Number
70
Weight
percentageExact

Contract period

Ends
31 Aug 2028, 23:59
Starts
1 Sept 2025, 00:00
Max Extent Date
30 Aug 2030, 23:59

Selection criteria

Criteria

Criterion 1
Type
economic
Description
Please refer to ITT
Criterion 2
Type
technical
Description
Please refer to ITT

Items and delivery

Item 1
Id
1
Related Lot
1

Delivery locations

Entry 1
Region
UKL
Country
GB
Country Name
United Kingdom

Additional Classifications

Entry 1
Id
79310000
Scheme
CPV
Description
Market research services
Entry 2
Id
60210000
Scheme
CPV
Description
Public transport services by railways

Published documents

Entry 1
Id
conflictOfInterest
Description
Not published
Document Type
conflictOfInterest
Entry 2
Id
020574-2025
Format
text/html
Notice Type
UK4
Description
Tender notice on Find a Tender
Document Type
tenderNotice
Published
12 May 2025, 15:35

Planning and budget

No Engagement Notice Rationale
Procurement was initiated prior to the Procurement Act 23 regulations

Buyer, suppliers and contacts

Organisation 1
Id
GB-COH-12619906
Name
Transport for Wales Rail Limited (Utility Buyer)

Roles

buyer

Address

Region
UKL15
Country
GB
Locality
Pontypridd
Postal Code
CF37 4TH
Country Name
United Kingdom
Street Address
3 Llys Cadwyn

Details

Classifications

Entry 1
Id
publicAuthoritySubCentralGovernment
Scheme
UK_CA_TYPE
Description
Public authority - sub-central government
Entry 2
Id
GB-WLS
Scheme
UK_CA_DEVOLVED_REGULATIONS
Description
Welsh devolved regulations apply

Identifier

Id
12619906
Scheme
GB-COH

Contact

Name
Chloe Allen
Organisation 2
Id
GB-PPON-PJJP-1725-YQYL
Name
E.S.A (Market Research) Limited

Roles

supplier

Address

Region
UKI43
Country
GB
Locality
London
Postal Code
N1 9LL
Country Name
United Kingdom
Street Address
12-20 Baron Street

Details

Vcse
No
Scale
sme
Sheltered Workshop
No
Public Service Mission Organization
No

Identifier

Id
PJJP-1725-YQYL
Scheme
GB-PPON

Contact

Award information

Award 1
Id
1
Date
4 Jul 2025, 00:00
Title
Mystery Shop
Status
pending
Has Options
Yes
Has Renewal
Yes
Above Threshold
Yes
Main Procurement Category
services
Assessment Summaries Date Sent
4 Jul 2025, 00:00

Items

Item 1
Id
1
Related Lot
1

Delivery locations

Entry 1
Region
UK
Country
GB
Country Name
United Kingdom

Additional Classifications

Entry 1
Id
79310000
Scheme
CPV
Description
Market research services

Value

Amount
194,740
Currency
GBP
Including VAT
233,688

Options

Description
Potential option to extend to other modes of transport, including rail, Metro, Traws buses, Fflecsi), with the possibility of increased requirements as the company embarks on adding future multimodal means of travel.

Renewal

Description
Option to extend for 2x 1 year periods

Documents

Entry 1
Id
038025-2025
Format
text/html
Notice Type
UK6
Description
Contract award notice on Find a Tender
Document Type
awardNotice
Published
7 Jul 2025, 17:15

Suppliers

Supplier 1
Id
GB-PPON-PJJP-1725-YQYL
Name
E.S.A (Market Research) Limited

Milestones

Entry 1
Id
1
Type
futureSignatureDate
Status
scheduled
Due
18 Jul 2025, 23:59

Related lots

1

Contract period

Ends
1 Sept 2028, 23:59
Starts
1 Sept 2025, 00:00
Max Extent Date
1 Sept 2030, 23:59

Standstill Period

Ends
17 Jul 2025, 23:59

Recorded locations

  • Buyer location · Pontypridd · UKL15 · CF37 4TH · United Kingdom
  • Delivery location · UKL · United Kingdom

Notice and amendment history

1 published notice version reviewed by ProcuraAxis.

1 VERSION
  1. ocds-h6vhtk-051137-2025-07-07T17:15:37+01:00Tender notice on Find a Tender ·