Mystery Shop
Estimated value
—
Awarded value
£195k
Suppliers
1
Lots
1
Published
07 Jul 2025
Description
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.
Scope
- Reference
- TFW0869.00
- Commercial tool
- Standalone contract
- Contract dates
- 31 Aug 2025 to 31 Aug 2028Possible extension to 30 Aug 2030
option to extend for 2x 12 months
- CPV classifications
- 7931000060210000
- Contract locations
- Wales, United Kingdom
- Particular suitability
- Small and medium-sized enterprises (SME)
Award criteria
Criteria the buyer will use to evaluate bids.
| Name | Description | Type | Weighting |
|---|---|---|---|
| Commercial | — | price | 30.00% |
| Technical | — | quality | 70.00% |
Participation
Conditions suppliers must meet to bid.
Please refer to ITT
Submission & procedure
- Procedure
- Open procedure
Award details
Awarded supplier(s), contract period and value as published in the award notice.
Awarded value
£195k
Award date
03 Jul 2025
Contract start
31 Aug 2025
Contract end
01 Sept 2028