---
title: "Customer Insights Tracker"
ocid: "ocds-h6vhtk-0561d1"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-0561d1"
markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-0561d1.md"
json_url: "https://d3tenders.com/contract/ocds-h6vhtk-0561d1.json"
source: "Find A Tender Service"
current_stage: "Award"
buyer: "ATOC LIMITED / TRAIN INFORMATION SERVICES LIMITED"
published: "2026-01-09"
---

# Customer Insights Tracker

Buyer: ATOC LIMITED / TRAIN INFORMATION SERVICES LIMITED  
Current stage: Award  
OCID: ocds-h6vhtk-0561d1

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[Download OCDS JSON](https://d3tenders.com/contract/ocds-h6vhtk-0561d1.json)

## Summary

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.

## Notice

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.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Find A Tender Service |
| Latest notice | https://www.find-tender.service.gov.uk/Notice/001924-2026 |
| 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 |
| All stages | Tender, Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 9 Jan 2026 |
| Submission deadline | Not specified |
| Future notice date | Not specified |
| Award date | 5 Jan 2026 |
| Contract period | 31 Mar 2026 - 31 Mar 2028 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £500,000 |
| Lots value | £500,000 |
| Awards value | £1,116,384 |
| 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 | ATOC LIMITED / TRAIN INFORMATION SERVICES LIMITED |
| Additional buyers | 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 |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | BDRC |

## 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
- 79310000 - Market research services

## Release History

- 9 Jan 2026 at 14:33 - Award - UK6 - Contract Award Notice - https://www.find-tender.service.gov.uk/Notice/001924-2026
- 18 Jul 2025 at 08:25 - Tender - UK4 - Tender Notice - https://www.find-tender.service.gov.uk/Notice/041165-2025

## Documents

- https://www.find-tender.service.gov.uk/Notice/001924-2026
  9th January 2026 - Contract award notice on Find a Tender
- https://www.find-tender.service.gov.uk/Notice/041165-2025
  18th July 2025 - Tender notice on Find a Tender

## Notice URLs

- https://raildeliverygroup.tlb.app.jaggaer.com/
- https://raildeliverygroup.tlb.app.jaggaer.com/Thensearchfor'CustomerInsightsTrackerCoP
- 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-0561d1. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-0561d1.json.