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Provision of a Customer Experience Insight and Survey Feedback Solution

XC TRAINS LIMITED

This public procurement record has 2 releases in its history.

Award

13 Jul 2026 at 14:47

Award Notice
Tender

17 Feb 2025 at 19:39

Tender Notice
Summary of the contracting process

XC Trains Limited, based in the United Kingdom, sought suppliers for the provision of a Customer Experience Insight and Survey Feedback Solution, under a procurement process initiated as a negotiated procedure with prior call for competition. The contract focused on the services industry, specifically customer survey services, with delivery in the UKG region. Initially tendered on 17th February 2025, the process evolved into an active contract awarded by 13th July 2026. The project, awarded to include dynamic customer feedback management and advanced insights gathering, aimed to enhance customer data analytics through continuous, data-driven methodologies, transitioning from ad-hoc measurement strategies.

This tender represents significant business growth opportunities, particularly for firms specialising in customer feedback systems and data analytics services. Companies capable of supporting XC Trains Limited with robust survey solutions, live data dashboarding, and deriving actionable insights stand to benefit. Ideal candidates would include agencies proficient in sophisticated customer data analysis, broad data integration, and proactive trend identification, ready to innovate within the railway services domain. These efforts support XC Trains' strategic goal of rendering customer insights continuously actionable, moving towards proactive decision-making based on comprehensive customer understanding.

How relevant is this notice?

Notice Information

Notice Title

Provision of a Customer Experience Insight and Survey Feedback Solution

Notice 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.

Lot Information

Lot 1

* Customer 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. * The 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. * Customer 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.

Renewal: Details of this will be shared in the main tender document.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-h6vhtk-04e303
Publication Source
Find A Tender Service
Latest Notice
https://www.find-tender.service.gov.uk/Notice/065678-2026
Current Stage
Award
All Stages
Tender, Award

Procurement Classification

Notice Type
Tender Notice
Procurement Type
Standard
Procurement Category
Services
Procurement Method
Selective
Procurement Method Details
Negotiated procedure with prior call for competition
Tender Suitability
Not specified
Awardee Scale
Not specified

Common Procurement Vocabulary (CPV)

CPV Divisions

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

CPV Codes

79342310 - Customer survey services

79342311 - Customer satisfaction survey

Notice Value(s)

Tender Value
Not specified
Lots Value
Not specified
Awards Value
Not specified
Contracts Value
Not specified

Notice Dates

Publication Date
13 Jul 20261 months ago
Submission Deadline
20 Mar 2025Expired
Future Notice Date
Not specified
Award Date
15 Jun 20262 months ago
Contract Period
Not specified - Not specified
Recurrence
Not specified

Notice Status

Tender Status
Complete
Lots Status
Cancelled
Awards Status
Active
Contracts Status
Active

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
XC TRAINS LIMITED
Contact Name
Available with D3 Tenders Premium →
Contact Email
Available with D3 Tenders Premium →
Contact Phone
Available with D3 Tenders Premium →

Buyer Location

Locality
BUSINESS PARK
Postcode
SR3 3XP
Postcode Area
Sunderland
Country
England
Major Region (ITL 1)
TLC North East (England)
Basic Region (ITL 2)
TLC4 Northumberland, Durham and Tyne & Wear
Small Region (ITL 3)
TLC44 Sunderland
Delivery Location
TLG West Midlands (England)
Local Authority
Sunderland
Electoral Ward
Doxford
Westminster Constituency
Houghton and Sunderland South

Further Information

Open Contracting Data Standard (OCDS)

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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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