Market research services

Tender description

The Contracting Authority wishes to put in place a Framework Agreement of suitably qualified service provider/s (hereafter referred to as the contractor) for the provision of market research services at cork/dublin airport to act on behalf of the Contracting Authority in carrying out these services. Requirements will be broken down into 3 lots, detailed as follows: Lot 1: Single Party Framework Agreement: passenger tracking and mobility research (Dublin) and passenger tracking and ACI ASQ (Cork); Lot 2: Single Party Framework Agreement: Customer service monitor and ACI ASQ (Dublin); Lot 3: Single Party Framework Agreement: airport purchasing behaviour (Dublin Airport). Lot 1: Single Party Framework Agreement: passenger tracking and mobility research (Dublin) and passenger tracking and ACI ASQ (Cork). Passenger tracking survey: The passenger tracking survey is a large scale (> 20K interviews p.a.), quantitative, face to face study conducted among passengers onsite and Dublin and Cork Airports. The key objective of the survey is to provide market information of the travelling public on scheduled and charter flights. Staff mobility survey: This survey is a quantitative study conducted once a year onsite and online among Dublin Airport staff only. It consists of 2 different methodologies; a face-to-face interview and an online questionnaire. (sample — 600 interviews). ACI ASQ (Airport Council International Airport Service Quality) – Cork Airport This survey is a face to face quantitative study conducted onsite among Cork Airport passengers. Objective: An international benchmarking survey providing a benchmark of service delivery in Cork Airport. The requirements from an agency include: — most up to date quantitative research methods, — adequate numbers of fieldwork staff, — survey design – sample and questionnaire design, — survey management, — analysis and interpretation expertise, — proactively supporting the client in making research-based business decisions, — strategic planning capability to optimise value derived from the research e.g. segmentation, — business partner approach to analysis and presentation of actionable insight and value add, — innovation in reporting and presentation formats, — ability to conduct research in international markets, via internal capability or association. Lot 2 - Single Party Framework Agreement - Customer Service Monitor and ACI ASQ (Dublin) Customer Service Monitor The Customer Service monitor is (~ 9K interviews p.a.), quantitative, face to face study conducted among arriving and departing passengers onsite at Dublin Airports. Objective The Customer Service Monitor provides a managed, tracked measurement of customer experience. Establish what the key drivers for customer satisfaction are Establish how well the airport performs on these key drivers Assist in identifying what action needs to be taken to improve service delivery to customers ACI ASQ (Airport Council International Airport Service Quality) – Dublin Airport This survey is a face to face quantitative study conducted onsite among Dublin Airport passengers. Objective: An international benchmarking survey providing a benchmark of service delivery in Dublin Airport against other airports and is currently used to assess Dublin Airport performance relative to Commission for Aviation Regulation (CAR) targets for specified customer service indicators. Extended arrivals (landside) study: To understand satisfaction levels with and needs/expectations of ground transportation at Dublin Airport. Ground transportation includes taxis and buses/coaches. The requirements from an agency for the studies include: — most up to date quantitative research methods, — adequate numbers of fieldwork staff, — survey design – sample and questionnaire design, — survey management, — analysis and interpretation expertise, — customer experience and best practice expertise, —proactively supporting the client in making research-based business decisions, — strategic planning capability to optimise value derived from the research e.g. segmentation, — business partner approach to analysis and presentation of actionable insight and value add, — innovation in reporting and presentation formats, — ability to conduct research in international markets, via internal capability or association. Lot 3: Single Party Framework Agreement – airport purchasing behaviour (Dublin Airport). airport purchasing behaviour: This is a quantitative, face to face study conducted among departing passengers onsite at Dublin Airport. Objective: To monitor passenger food and beverage and retail purchasing behaviour at Dublin Airport to optimise customer experience and maximise the potential of all commercial outlets. The requirements from an agency for the studies include: — most up to date quantitative research methods, — adequate numbers of fieldwork staff, — survey design – sample and questionnaire design, — survey management, — analysis and interpretation expertise, — customer experience and best practice expertise, — commercial research experience, — proactively supporting the client in making research-based business decisions, — strategic planning capability to optimise value derived from the research e.g. segmentation, — business partner approach to analysis and presentation of actionable insight and value add, — innovation in reporting and presentation formats, — ability to conduct research in international markets, via internal capability or association.