Award

Complaints Handling Satisfaction Survey

OFFICE OF RAIL AND ROAD

This public procurement record has 2 releases in its history.

Award

29 Apr 2022 at 11:15

Award Notice
Tender

17 Mar 2022 at 14:46

Tender Notice
Summary of the contracting process

The OFFICE OF RAIL AND ROAD is currently engaged in the procurement process for a Tender titled "Complaints Handling Satisfaction Survey" aimed at gathering insights on customer satisfaction regarding the complaints handling of Train Operating Companies (TOCs). This survey falls under the services industry category and is based in the United Kingdom. The procurement process is now in the Award stage, having published on 17th March 2022, with the tender period closing on 31st March 2022. The total value of the contract is £90,000, with a minimum value of £60,000, while the contract is set to commence on 8th April 2022 and conclude on 31st March 2025.

This tender presents a significant opportunity for small and medium-sized enterprises (SMEs) that specialise in survey services to expand their business operations, particularly those with experience in customer satisfaction research and data analysis within the public transport sector. Competing for this contract can enhance a business's visibility and credibility in delivering services to government organisations, setting the stage for further contracts in the growing field of transport-related service assessments.

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Notice Information

Notice Title

Complaints Handling Satisfaction Survey

Notice Description

The overall aim of the passenger complaints satisfaction survey is to compile information about customers' experiences of TOCs' complaints handling arrangements, in particular how satisfied they were with the TOC's performance in relation to both the handling and outcome of the complaint. The outcome of the survey will be an on-going set of data that captures customer satisfaction with complaints handling across individual TOCs. Additional information: This tender closes on 31/03/2022 at 5pm. All communication must be made via the portal (joining instructions attached)

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-b5fd17-b51da88f-470f-4576-877c-4f17577b59bb
Publication Source
Contracts Finder
Latest Notice
https://www.contractsfinder.service.gov.uk/Notice/ad452e9b-63dd-4a3e-9cce-86768780dd87
Current Stage
Award
All Stages
Tender, Award

Procurement Classification

Notice Type
Award Notice
Procurement Type
Standard
Procurement Category
Services
Procurement Method
Open
Procurement Method Details
Open procedure (below threshold)
Tender Suitability
SME
Awardee Scale
SME

Common Procurement Vocabulary (CPV)

CPV Divisions

79 - Business services: law, marketing, consulting, recruitment, printing and security

CPV Codes

79311000 - Survey services

Notice Value(s)

Tender Value
£90,000 Under £100K
Lots Value
Not specified
Awards Value
£52,000 Under £100K
Contracts Value
Not specified

Notice Dates

Publication Date
29 Apr 20223 years ago
Submission Deadline
31 Mar 2022Expired
Future Notice Date
Not specified
Award Date
10 Apr 20223 years ago
Contract Period
10 Apr 2022 - 31 Mar 2024 1-2 years
Recurrence
Not specified

Notice Status

Tender Status
Complete
Lots Status
Not Specified
Awards Status
Active
Contracts Status
Not Specified

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
OFFICE OF RAIL AND ROAD
Contact Name
Available with D3 Tenders Premium →
Contact Email
Available with D3 Tenders Premium →
Contact Phone
Available with D3 Tenders Premium →

Buyer Location

Locality
LONDON
Postcode
E14 4QZ
Post Town
East London
Country
England
Major Region (ITL 1)
TLI London
Basic Region (ITL 2)
TLI4 Inner London - East
Small Region (ITL 3)
TLI42 Tower Hamlets
Delivery Location
Not specified
Local Authority
Tower Hamlets
Electoral Ward
Canary Wharf
Westminster Constituency
Poplar and Limehouse

Supplier Information

Number of Suppliers
1
Supplier Name

M.E.L RESEARCH

Further Information

Open Contracting Data Standard (OCDS)

View full OCDS Record for this contracting process

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The Open Contracting Data Standard (OCDS) is a framework designed to increase transparency and access to public procurement data in the public sector. It is widely used by governments and organisations worldwide to report on procurement processes and contracts. 

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