Pre-Qualification Questionnaire for the Provision of Mystery Passenger Survey Services
National Transport Authority · Ireland
Key facts
- Contract value
- €3,875,563
- Awarded
- 09 Sep 2026
- Contract starts
- 09 Sep 2026
- Contract ends
- 09 Sep 2030
- Procedure
- Restricted procedure
- Buyer type
- Central government
Awarded to
| Supplier | Value |
|---|---|
| Ipsos MORI UK Limited t/a Ipsos | €3,875,563 |
Description
The Authority intends to engage a service provider to deliver continuous Mystery Passenger Surveys across multiple modes of public transport. The Services shall include all, but are not limited to, the following survey types: • Bus Service Mystery Passenger Surveys; Bus Station Mystery Passenger Surveys; Light Rail Service Mystery Passenger Surveys; Rail Service Mystery Passenger Surveys; Rail Station Mystery Passenger Surveys; Dublin Bus Head Office Mystery Passenger Surveys; and Static Bus Stop Mystery Passenger Surveys. The Services shall include all necessary management and administration, survey design, data collection, data processing and analysis and reporting of performance data. At each stage it is paramount the research is carried out using a rigorous method of quality control. Surveys shall be conducted continuously and reported on a quarterly basis. Results of each survey should be available to the Authority and to the relevant Operator post quality checking from the team, to allow any queries on the data to be raised. Circa 2,500 individual Mystery Passenger Surveys are required to be completed each quarter. The central aim of the Services is to provide data that can be used to manage Operator performance and allow the Authority to assign target service levels which can then be used by contract managers and Operators to effectively monitor and improve customer experience. The survey results are subject to a high level of scrutiny and its methodology and quality is required to be robust. The mystery passenger survey is a critical piece of work for the Authority and various transport contracts that rely on its results.
Categories (CPV)
- 79000000 Business services: law, marketing, consulting, recruitment, printing and security
- 79311100 Survey design services
- 79311300 Survey analysis services
- 79315000 Social research services
- 79310000 Market research services
- 79311400 Economic research services
- 79300000 Market and economic research; polling and statistics
- 73000000 Research and development services and related consultancy services
- 79342310 Customer survey services
- 79342311 Customer satisfaction survey
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