Avanti West Coast, Service Quality Regime (SQR) procurement - 2025
First Trenitalia West Coast Rail Limited
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Key details
Procurement
- 72250000 System and support services
- 79212000 Auditing services
What happened
First Trenitalia West Coast Rail Limited awarded this contract to Mystery Shoppers Limited worth £607,500 on 19 Dec 2025. The contract runs until 31 Mar 2029.
Description
As part of the continuation of DfT's Service Quality Regime, we are looking to retender contracts associated with the audit, mystery shopping and data handling requirements of the regime. The specification is the same as the existing specification for SQRs by the DfT and will cover:
- Station inspections
- Train inspections
- Customer Service mystery shopping
- Re-inspections for failures to confirm improvement
In order to deliver the above we are looking for a supplier to provide independent inspections and mystery shopping across our network.
o Service Quality Register
o Service Quality App/Inspections Software
o Service Quality Inspections and Re-inspection
Awarded supplier
Contact
Identifiers
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