--- title: "Provision of a Customer Experience Insight and Survey Feedback Solution" ocid: "ocds-h6vhtk-04e303" canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-04e303" markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-04e303.md" json_url: "https://d3tenders.com/contract/ocds-h6vhtk-04e303.json" source: "Find A Tender Service" current_stage: "Tender" buyer: "XC TRAINS LIMITED" published: "2025-02-17" --- # Provision of a Customer Experience Insight and Survey Feedback Solution Buyer: XC TRAINS LIMITED Current stage: Tender OCID: ocds-h6vhtk-04e303 [View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-h6vhtk-04e303) [Download OCDS JSON](https://d3tenders.com/contract/ocds-h6vhtk-04e303.json) ## Summary XC Trains Limited is seeking a supplier for the provision of a Customer Experience Insight and Survey Feedback Solution, under the industry category of Customer survey services (CPV 79342310). The procurement process, which is in the tender stage, includes the need for an 'always-on' customer feedback survey accessible via email invitations and onboard Wi-Fi. The tender, located in the UK (UKG region), commenced on 17 February 2025, with a deadline for submissions on 20 March 2025. The procurement will follow a selective, negotiated procedure with a prior call for competition, ensuring timely decision-making processes. This tender offers an opportunity for growth among businesses specialising in customer survey services and data analytics. The requirement for advanced ad hoc insights and a dashboard-style reporting tool, combined with the need for continuous data-driven approaches, suits businesses proficient in comprehensive customer feedback systems and proactive data assessment. Firms capable of delivering both advanced survey tools and enriching customer insights through integration and analysis of broader customer data would be well-suited to compete for this contract, enabling them to establish a significant partnership with one of the UK's prominent railway service providers. ## Notice CrossCountry is seeking 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. CrossCountry 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 CrossCountry is seeking 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. CrossCountry 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. Renewal: Details of this will be shared in the main tender document. ## Key Details | Field | Value | | --- | --- | | Publication source | Find A Tender Service | | Latest notice | https://www.find-tender.service.gov.uk/Notice/005490-2025 | | 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 | 17 Feb 2025 | | Submission deadline | 20 Mar 2025 | | 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 | XC TRAINS LIMITED | | Locality | SUNDERLAND | | Post town | Sunderland | | Postcode | SR3 3XP | | Country | England | | ITL 1 | TLC North East (England) | | ITL 2 | TLC4 Northumberland, Durham and Tyne & Wear | | ITL 3 | TLC44 Sunderland | | Local authority | Sunderland | | Electoral ward | Doxford | | Westminster constituency | Houghton and Sunderland South | | Delivery location | TLG West Midlands (England) | ## CPV Codes ### Divisions - 79 - Business services: law, marketing, consulting, recruitment, printing and security ### Codes - 79342310 - Customer survey services - 79342311 - Customer satisfaction survey ## Release History - 17 Feb 2025 at 19:39 - Tender - Tender Notice - https://www.find-tender.service.gov.uk/Notice/005490-2025 ## Notice URLs - http://www.crosscountrytrains.co.uk ## 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-04e303. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-04e303.json.