---
title: "Mystery Shop"
ocid: "ocds-h6vhtk-051137"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-051137"
markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-051137.md"
json_url: "https://d3tenders.com/contract/ocds-h6vhtk-051137.json"
source: "Find A Tender Service"
current_stage: "Award"
buyer: "TRANSPORT FOR WALES RAIL LIMITED (UTILITY BUYER)"
published: "2025-07-07"
---

# Mystery Shop

Buyer: TRANSPORT FOR WALES RAIL LIMITED (UTILITY BUYER)  
Current stage: Award  
OCID: ocds-h6vhtk-051137

[View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-h6vhtk-051137)  
[Download OCDS JSON](https://d3tenders.com/contract/ocds-h6vhtk-051137.json)

## Summary

Transport for Wales Rail Limited, a sub-central government public authority, has completed the award stage of the procurement process for a 'Mystery Shop' programme designed to enhance customer experience across its transport network. This contract was awarded following an open procedure, with the announcement made on 7th July 2025. The project, set to commence on 1st September 2025, covers various modes of travel including rail, Metro, TrawsCymru, Fflecsi, with potential future extensions. The contract period extends up to 2028, with options for two additional one-year renewals. E.S.A (Market Research) Limited, an SME based in London, has been awarded the contract, which is valued at £233,688 (gross). This venture not only aligns with the UK Procurement Act 2023 regulations but also operates under Welsh devolved regulations.

This tender presents expansive opportunities for businesses in the market research and public transport service sectors, particularly SMEs focused on service improvement and customer experience metrics. As the programme involves a detailed assessment of services across multiple transport modes, companies capable of delivering comprehensive market analysis and field data collection will find this contract especially growth-incentive. The opportunity to extend the service scope also implies ongoing potential business development for firms involved. Businesses interested in developing their presence in Wales's public transport sector or enhancing their portfolio with high-profile government projects may benefit significantly from competing in future tenders of this nature.

## Notice

Transport for Wales Rail Limited (TfWRL) has awarded a contract for the design and delivery of a comprehensive mystery shopper programme to assess and improve customer experience across its transport network. The programme includes regular mystery shopping activities--covering stations, onboard services, and journeys undertaken by passengers with accessibility needs--across all modes of travel including rail, Metro, TrawsCymru, and Fflecsi, with provision for future multimodal travel.

### Lot Information

Lot 1

Renewal: option to extend for 2x 12 months

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Find A Tender Service |
| Latest notice | https://www.find-tender.service.gov.uk/Notice/038025-2025 |
| Notice type | UK6 - Contract Award Notice |
| Procurement type | Standard |
| Procurement category | Services |
| Procurement method | Open |
| Procurement method details | Open procedure |
| Tender suitability | SME |
| Awardee scale | SME |
| All stages | Tender, Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 7 Jul 2025 |
| Submission deadline | 9 Jun 2025 |
| Future notice date | Not specified |
| Award date | 3 Jul 2025 |
| Contract period | 31 Aug 2025 - 1 Sep 2028 |
| Recurrence | 2029-08-31 |

## Values

| Field | Value |
| --- | --- |
| Tender value | £142,000 |
| Lots value | £142,000 |
| Awards value | £194,740 |
| Contracts value | Not specified |

## Status

| Field | Value |
| --- | --- |
| Tender status | Complete |
| Lots status | Complete |
| Awards status | Pending |
| Contracts status | Not specified |

## Buyer

| Field | Value |
| --- | --- |
| Main buyer | TRANSPORT FOR WALES RAIL LIMITED (UTILITY BUYER) |
| Locality | PONTYPRIDD |
| Post town | Cardiff |
| Postcode | CF37 4TH |
| Country | Wales |
| ITL 1 | TLL Wales |
| ITL 2 | TLL5 South East Wales |
| ITL 3 | TLL51 Central Valleys and Bridgend |
| Local authority | Rhondda Cynon Taf |
| Electoral ward | Pontypridd Town |
| Westminster constituency | Pontypridd |
| Delivery location | TLL Wales |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | E.S.A (MARKET RESEARCH |

## CPV Codes

### Divisions

- 60 - Transport services (excl. Waste transport)
- 79 - Business services: law, marketing, consulting, recruitment, printing and security

### Codes

- 60210000 - Public transport services by railways
- 79310000 - Market research services

## Release History

- 7 Jul 2025 at 16:15 - Award - UK6 - Contract Award Notice - https://www.find-tender.service.gov.uk/Notice/038025-2025
- 12 May 2025 at 14:35 - Tender - UK4 - Tender Notice - https://www.find-tender.service.gov.uk/Notice/020574-2025

## Documents

- https://www.find-tender.service.gov.uk/Notice/038025-2025
  7th July 2025 - Contract award notice on Find a Tender
- https://www.find-tender.service.gov.uk/Notice/020574-2025
  12th May 2025 - Tender notice on Find a Tender

## Notice URLs

- http://www.tfwrail.wales
- https://etenderwales.bravosolution.co.uk/go/466298250196C3B6E1A0
- https://www.legislation.gov.uk/ukpga/2023/54/contents

## 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-051137. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-051137.json.