--- title: "National Insights Survey" ocid: "ocds-h6vhtk-049959" canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-049959" markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-049959.md" json_url: "https://d3tenders.com/contract/ocds-h6vhtk-049959.json" source: "Find A Tender Service" current_stage: "Tender" buyer: "RAIL DELIVERY GROUP" published: "2024-09-09" --- # National Insights Survey Buyer: RAIL DELIVERY GROUP Current stage: Tender OCID: ocds-h6vhtk-049959 [View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-h6vhtk-049959) [Download OCDS JSON](https://d3tenders.com/contract/ocds-h6vhtk-049959.json) ## Summary The Rail Delivery Group (RDG) has initiated a tender process for the "National Insights Survey," classified under industry category 73110000 (Research services). The procurement process is currently in the tender stage, with a closing date for submissions on 25th September 2024, and an invitation date for the second stage on 21st October 2024. The three-year contract, which is renewable for up to two additional years, is scheduled to commence in Spring 2025. The project requires ongoing data collection and analysis of rail passenger experiences across the UK to help the rail industry enhance customer satisfaction and drive revenue growth. This tender presents an excellent opportunity for businesses involved in research services, data collection, and analysis. Companies that specialise in real-time data processing, GDPR compliance, and customer surveys would be well-suited to compete. The contract scope includes comprehensive data collection across various stages of the customer journey, with a requirement for daily automated reporting to RDG. Additionally, suppliers must have the infrastructure to manage high volumes of surveys and deploy fieldworkers effectively. Businesses in the market research and data handling sectors stand to benefit significantly from participating in this tender, potentially gaining a trusted benchmark status within the UK rail industry. ## Notice RDG is seeking a qualified supplier or consortium of suppliers to manage and deliver a comprehensive Rail Customer Experience Survey over a three-year contract, commencing in Spring 2025. This survey will gather consistent, high-quality customer experience data across the UK rail industry, including insights from passengers using Train Operating Companies (TOCs) and Network Rail services. The goal is to provide data that helps the rail industry place customers at the heart of service improvements, allowing for targeted investments to boost customer satisfaction and drive revenue growth. The successful bidder must ensure continuous data collection during each rail period from a representative sample of rail passengers aged 16 and over. Key requirements include the ability to process and deliver data in near real-time via an automated connection, ensuring that data is available daily for analysis by RDG and industry stakeholders. Compliance with GDPR is mandatory, and suppliers should demonstrate their ability to manage and secure sensitive customer information. Additionally, the survey data will enable the rail industry to align strategic goals, identify improvement opportunities, and provide actionable insights at both a national and TOC level. RDG aims to build a trusted benchmark for customer experience, and the selected supplier will be expected to provide weekly reporting and adhere to strict service levels to ensure the quality and timeliness of data. Interested parties are invited to participate in the tender process through RDG's eProcurement system, where they can access the full tender documentation and submit their proposals. For more details and to respond to this notice, please visit the link below: https://raildeliverygroup.tlb.app.jaggaer.com/go/474990990191D744803A ### Lot Information Lot 1 The Rail Delivery Group (RDG) is seeking a supplier or group of suppliers to conduct a Rail Customer Experience Survey that will provide ongoing, reliable insights into passenger experiences across Great Britain. Nature of Services: * Continuous Data Collection: The supplier will collect feedback from rail passengers aged 16+ during each rail period, covering the entire customer journey from planning to post-travel. This data must be representative of the rail population and enable analysis at the local, regional, and national levels. * Automated Reporting: The supplier must provide RDG with daily access to the survey results via an automated data system. Online responses should be accessible immediately, and paper-based responses within seven days. * Incentivized Participation: The use of incentives, such as vouchers, is encouraged to improve response rates based on previous field trials. Quantity of Work: * Survey Size: The supplier is responsible for delivering between 5,000 and 25,000 completed questionnaires per rail period, depending on the methodology and sampling plan agreed upon. * Fieldwork Management: The supplier will deploy trained fieldworkers to collect data across the rail network, ensuring sample targets are met. Contingency plans for rail delays and disruptions must be in place. * Data Security: All data must be processed securely in compliance with GDPR, with personal data appropriately handled and protected. Renewal: The option to extend will be for up to a further 2 years as increments of no less than 12 months ## Key Details | Field | Value | | --- | --- | | Publication source | Find A Tender Service | | Latest notice | https://www.find-tender.service.gov.uk/Notice/028839-2024 | | 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 | | All stages | Tender | ## Dates | Field | Value | | --- | --- | | Publication date | 9 Sep 2024 | | Submission deadline | 25 Sep 2024 | | Future notice date | Not specified | | Award date | Not specified | | Contract period | Not specified | | Recurrence | Not specified | ## Values | Field | Value | | --- | --- | | Tender value | Not specified | | Lots value | Not specified | | Awards value | Not specified | | Contracts value | Not specified | ## Status | Field | Value | | --- | --- | | Tender status | Active | | Lots status | Active | | Awards status | Not specified | | Contracts status | Not specified | ## Buyer | Field | Value | | --- | --- | | Main buyer | RAIL DELIVERY GROUP | | Locality | LONDON | | Post town | Central London | | Postcode | EC4V 3DS | | Country | England | | ITL 1 | TLI London | | ITL 2 | TLI3 Inner London - West | | ITL 3 | TLI35 Westminster and City of London | | Local authority | City of London | | Electoral ward | Castle Baynard | | Westminster constituency | Cities of London and Westminster | | Delivery location | Not specified | ## CPV Codes ### Divisions - 73 - Research and development services and related consultancy services - 79 - Business services: law, marketing, consulting, recruitment, printing and security ### Codes - 73110000 - Research services - 79300000 - Market and economic research; polling and statistics - 79310000 - Market research services - 79342000 - Marketing services ## Release History - 9 Sep 2024 at 15:34 - Tender - Tender Notice - https://www.find-tender.service.gov.uk/Notice/028839-2024 ## Notice URLs - https://raildeliverygroup.tlb.app.jaggaer.com/go/474990990191D744803A - https://raildeliverygroup.tlb.app.jaggaer.com/go/569321560191D6636861 - https://www.raildeliverygroup.com/ ## Provenance This Markdown file is an alternate public rendering of the D3 Tenders contract record. The canonical page is https://d3tenders.com/contract/?ocid=ocds-h6vhtk-049959. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-049959.json.