Mystery Shop
Details
- Buyer
- Transport for Wales
- Supplier(s)
- E.S.A (Market Research) Limited
- Value
- £194,740
- Duration
- 3 years
- Topic
- Public transport services by railways
- Published
- 7 July 2025
- Source
- uk:find_a_tender
Tender 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. ## Contract award Title: Mystery Shop
Timeline
- Completed: Award date4 July 2025
- Completed: Award published7 July 2025Current notice
- Next: Contract expiry date1 September 2028in 2 years
About the buyer
Transport for Wales runs and develops the country's rail, bus and active travel networks, buying as a central body with its own procurement and supply chain team. Every tender is advertised on Sell2Wales, the Welsh government's open tendering portal, where registration is free for suppliers. Above-threshold opportunities are also published on the UK government's Find a Tender Service. A dedicated procurement portal now carries every new tender opportunity. Pipeline notices and preliminary market engagement notices give suppliers early sight of contracts still to come. Procurement decisions follow the Procurement Act 2023 and the Procurement (Wales) Regulations 2024.
Procurement spend from central entities makes up 66% of overall UK public spend.
Over the past 5 years, most of Transport for Wales's contract awards have been in business services, construction work and IT services.
Relevant CPV codes
- 60210000 · Public transport services by railways
- 79310000 · Market research services
Decision makers
Connect with the people behind this procurement.
| Contact name | Job title | Phone number | Work email |
|---|---|---|---|
| Head of Procurement | +44 •••• •••••• | ••••••••@transport-for-wales.gov | |
| Commercial Director | +44 •••• •••••• | ••••••••@transport-for-wales.gov | |
| Procurement Manager | +44 •••• •••••• | ••••••••@transport-for-wales.gov | |
| Category Lead | +44 •••• •••••• | ••••••••@transport-for-wales.gov | |
| Senior Buyer | +44 •••• •••••• | ••••••••@transport-for-wales.gov | |
| Contracts Manager | +44 •••• •••••• | ••••••••@transport-for-wales.gov |
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