Research consultancy services

Tender description

TfW potentially require the provision of a virtual proprietary customer panel and associated services which has the ability to gather insight on the current and proposed services and activity of Transport for Wales from a representative group of customers and stakeholders (users and non-users of our services) and provide feedback how this insight has been used to continuously improve our proposition. TfW strives to develop continuously improving experiences that place the customer at its heart and to do this we need to understand what is important to our customers and how we can best meet their needs. For this TfW potentially requires a range of tools and approaches that everyone across our organisation can use. The intention is for these tools to provide insight into who our customers are, how they behave and why, how they feel about our service and what they would like to see change. TfW customer insight is currently gained from mainly in-person survey methods, engagement with small groups of engaged customers and analysis of customer contact in the form of complaints and Twitter interactions and on the whole, by the Train Operating Company (TfW Rail Services). This provides us with quantitative information that enables us to benchmark our performance against other Train Operating Companies and gives us some direct qualitative feedback from rail passengers. TfW want to widen the customer base and engage with non-uses of our services in a consistent manner. We are creating a transport network fit for the future that contributes to the long term sustainability of Wales and those communities connected to us and we want to ensure that all customers are represented in our research. TfW also want to let people know how we are using their feedback and input to shape our future proposition. TfW have committed to providing an advisory architecture which brings together customer and stakeholder feedback and engagement activity to help inform our business and a virtual customer panel potentially forms part of this. In addition, TfW wish to ensure opportunities for customers and stakeholders to have a meaningful ongoing relationship with TfW and have their views heard consistently. Therefore TfW potentially require a virtual proprietary customer panel with a service provision to enable the recruitment and maintenance of this panel, the management of the research and production of the resulting insight. The specification for this potential opportunity can be found attached to this notice. In order to inform our strategy and to understand the market appetite for this opportunity we are asking for feedback from the market to understand whether the specification is achievable and if there is best practice we should consider. If you would like to provide feedback, please access the following link to our short questionnaire by 11 August 2020. https://forms.office.com/Pages/ResponsePage.aspx?id=JNDchxkwJkiZVrp2sqBP9G7S74AQKoNLrf2sLQh30eZUN0hZN0w2RjZRMjY2OEZERkZaTUhRMFowTy4u Your response, or non-response will not in any way preclude you from any potential tender process. It is anticipated that a contract notice will be issued in September 2020