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Customer Insights Tracker

ATOC Limited / Train Information Services Limited

This public procurement record has 2 releases in its history.

Award

09 Jan 2026 at 14:33

UK6 - Contract Award Notice
Tender

18 Jul 2025 at 09:25

UK4 - Tender Notice
Summary of the contracting process

The "Customer Insights Tracker" procurement process, initiated by the Rail Delivery Group (RDG), involves the completion of a public contract with BDRC as the supplier. The procurement was conducted using an open competitive flexible procedure focused on utilities, with a total contract value gross of £1,116,384. The services category contract is aimed at delivering multiple customer insight tracker surveys, essential for assessing public perception and rail demand. This process began with a tender stage and transitioned to an award phase by January 2026, with the contract period set from April 2026 to March 2028, subject to possible extensions up to 2031. Activities align with UK procurement compliance, enhancing transparency and data quality.

This tender creates significant opportunities for businesses within the research and services sectors, particularly for SMEs given the award to BDRC, an SME. Companies proficient in delivering comprehensive surveys, data processing, and analysis would find this contract valuable for growth, as it underlines the need for consistent quality and innovative solutions. The potential for contract extension offers businesses a stable, long-term opportunity to contribute to strategic decision-making activities within the UK rail industry. The procurement involves a multifaceted bidding and evaluation process, making it ideal for businesses experienced in competitive and detailed submission requirements.

How relevant is this notice?

Notice Information

Notice Title

Customer Insights Tracker

Notice 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.

Lot Information

Lot 1

Options: 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.

Renewal: 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.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-h6vhtk-0561d1
Publication Source
Find A Tender Service
Latest Notice
https://www.find-tender.service.gov.uk/Notice/001924-2026
Current Stage
Award
All Stages
Tender, Award

Procurement Classification

Notice Type
UK6 - Contract Award Notice
Procurement Type
Standard
Procurement Category
Services
Procurement Method
Open
Procurement Method Details
Competitive flexible procedure
Tender Suitability
Not specified
Awardee Scale
SME

Common Procurement Vocabulary (CPV)

CPV Divisions

73 - Research and development services and related consultancy services

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

CPV Codes

73110000 - Research services

79310000 - Market research services

Notice Value(s)

Tender Value
£500,000 £500K-£1M
Lots Value
£500,000 £500K-£1M
Awards Value
£1,116,384 £1M-£10M
Contracts Value
Not specified

Notice Dates

Publication Date
9 Jan 20267 months ago
Submission Deadline
Not specified
Future Notice Date
Not specified
Award Date
5 Jan 20267 months ago
Contract Period
1 Apr 2026 - 31 Mar 2028 2-3 years
Recurrence
Not specified

Notice Status

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

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
ATOC Limited / Train Information Services Limited
Additional Buyers

Rail Delivery Group

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
EC4V 3DS
Postcode Area
Central London
Country
England
Major Region (ITL 1)
TLI London
Basic Region (ITL 2)
TLI3 Inner London - West
Small Region (ITL 3)
TLI35 Westminster and City of London
Delivery Location
Not specified
Local Authority
City of London
Electoral Ward
Castle Baynard
Westminster Constituency
Cities of London and Westminster

Supplier Information

Number of Suppliers
1
Supplier Name

BDRC

Further Information

Notice Documents

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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