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Mystery Traveller and KPI

West Northamptonshire Council

This public procurement record has 2 releases in its history.

TenderUpdate

05 Aug 2026 at 11:51

Tender Notice
Award

21 Jul 2026 at 13:54

Award Notice
Summary of the contracting process

West Northamptonshire Council commissioned quarterly mystery traveller surveys to evaluate the quality of bus services across the West Northamptonshire area. The work is a transport consultancy service covering the organisation and delivery of surveys, with findings focused on bus-service performance and key performance indicators. It falls within road transport services. The council is based in Northampton and is the public-sector buyer. The requirement concerns recurring fieldwork and assessment rather than the operation of bus services themselves, so it is most relevant to market research, mystery shopping, passenger experience, transport consultancy and performance-monitoring providers with the ability to assess public transport service quality across West Northamptonshire.

The procurement has been awarded and the contract is active. West Northamptonshire Council made a direct award call-off under the ESPO Framework, reference 664-25 Consultancy Services, using a limited procedure without prior publication of a competition. The stated rationale was continuation of an existing service and repetition of services. The sole lot was marked cancelled, while the associated award to Systra Ltd is active. The award was made to Systra Ltd and the contract value is £120,000 including the stated currency of GBP. The contract was signed on 31 March 2026. The requirement covers quarterly surveys throughout 2026 to 2029. One bid was recorded, and price was the award criterion.

This procurement shows established demand from West Northamptonshire Council for independent measurement of bus-service quality through recurring mystery traveller surveys and KPI assessment. Suppliers well placed for a future requirement would need practical capability to design and organise quarterly public-transport surveys, recruit or manage mystery travellers, collect consistent evidence across the West Northamptonshire area, and analyse service quality against defined performance measures. Relevant experience includes transport consultancy, passenger-experience research, mystery shopping or comparable fieldwork involving scheduled bus services. The route used here also indicates that suppliers able to participate in, or deliver through, a suitable consultancy framework may be commercially relevant. The scale calls for an organised provider able to sustain repeated survey activity and reporting over several years.

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Notice Information

Notice Title

Mystery Traveller and KPI

Notice Description

To organise and carry out Quarterly mystery traveller surveys throughout 2026 - 2029. Aimed at evaluating the quality of bus services within the WNC area.

Procurement Information

Continuation of service

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-h6vhtk-06cfe6
Publication Source
Find A Tender Service
Latest Notice
https://www.find-tender.service.gov.uk/Notice/074111-2026
Current Stage
Award
All Stages
Tender, Award

Procurement Classification

Notice Type
Tender Notice
Procurement Type
Standard
Procurement Category
Services
Procurement Method
Limited
Procurement Method Details
Award procedure without prior publication of a call for competition
Tender Suitability
Not specified
Awardee Scale
Large

Common Procurement Vocabulary (CPV)

CPV Divisions

60 - Transport services (excl. Waste transport)

CPV Codes

60100000 - Road transport services

Notice Value(s)

Tender Value
Not specified
Lots Value
Not specified
Awards Value
Not specified
Contracts Value
£120,000 £100K-£500K

Notice Dates

Publication Date
5 Aug 20262 weeks ago
Submission Deadline
Not specified
Future Notice Date
Not specified
Award Date
31 Mar 20264 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
West Northamptonshire Council
Contact Name
Available with D3 Tenders Premium →
Contact Email
Available with D3 Tenders Premium →
Contact Phone
Available with D3 Tenders Premium →

Buyer Location

Locality
NORTHAMPTON
Postcode
NN1 1ED
Postcode Area
Northampton
Country
England
Major Region (ITL 1)
TLF East Midlands (England)
Basic Region (ITL 2)
TLF2 Leicestershire, Rutland and Northamptonshire
Small Region (ITL 3)
TLF24 West Northamptonshire
Delivery Location
TLF24 West Northamptonshire
Local Authority
West Northamptonshire
Electoral Ward
Castle
Westminster Constituency
Northampton North

Supplier Information

Number of Suppliers
1
Supplier Name

(2) Systra Ltd

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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