Source: https://tendernation.io/opportunities/01a13c92-a85d-706c-a05f-2353889dc9dc/tfl-96020-customer-insights-study-retail pending GB open procedure Suitable for SMEs # TfL 96020 Customer Insights Study - Retail [Transport for London](https://tendernation.io/buyers/transport-for-london) Estimated value £90,000 to £120,000 Published 20 May 2022 Deadline Rolling deadline ## Who can bid - Buyer says suitable for SMEs The buyer ticked “suitable for SMEs” on the notice. Anyone can still bid. - Open procedure Anyone can submit a full tender; there is no shortlisting stage. [More contracts for small businesses and VCSEs](https://tendernation.io/opportunities/for-small-businesses) ## About this tender TfL Estates wishes to better understand its customers' (ie tenants) experiences and needs across all in-station retail (and several out of station retail locations). To that end the intention, as a result of this competition, is to appoint a suitably experienced consultant to carry out a detailed customer insight study, to include the following deliverables: • Create detailed end-to-end customer journey/experience map for retail - covering in station and some of the main properties involved in out of station retail • Understand customer needs and expectations at each stage of their experience • Measure how TfL are performing at each stage of the customer journey against their expectations • Understand any potential differences in needs by customer type • Particular focus to be paid on how the customer interacts and work with the stations • Recommend areas for improvement for customer experience and customer culture If you are interested in bidding for this opportunity please submit an expression of interest via our tendering portal ([procontract.due-north.com/Opportunities/Index](https://procontract.due-north.com/Opportunities/Index?tabName=opportunities&resetFilter=True).) and you will be sent a link to download the tender once it has been issued (currently expected to be in early June). Please note: TfL will carry out financial checks on bidders and reserve the right to exclude any companies that, in the sole determination of TfL, are unable to demonstrate sufficient financial strength to fulfil the requirements of this contract. Please also note that the deadline to submit an Expression of Interest for this opportunity is 6pm on Monday 6th June Read full description ## CPV classification Market research services Source Contracts Finder (UK) [View official notice](https://www.contractsfinder.service.gov.uk/notice/59b79645-902f-4b85-b8dd-241c6e984702) Never miss a tender like this again Get AI summaries, deadline alerts and a bid pipeline for tenders matched to your business. Free to start. [Track tenders free](https://tendernation.io/register) [Buyer profile Transport for London: past awards and live tenders](https://tendernation.io/buyers/transport-for-london) [Sector More Business services tenders](https://tendernation.io/sectors/business-services) ## More tenders like this [Printing and distribution services – SGCD53\_MARCHE\_ELECTIONS\_BRGE · Préfecture de la Mayenne · 28 days left · 16 Nov 2026](https://tendernation.io/opportunities/01a15183-7726-73f4-bb67-b3121363d6bf/france-printing-and-distribution-services-sgcd53-marche-elections-brge) [Business travel services – Rahmenvertrag Bearbeitung von Reisekostenabrechnungen nach BRKG · GSI Helmholtzzentrum für Schwerionenforschung GmbH · 29 days left · 17 Nov 2026](https://tendernation.io/opportunities/01a15183-cd6e-73e4-b6e8-3954e5689021/germany-business-travel-services-rahmenvertrag-bearbeitung-von-reisekostenab) [Photocopying services – Externe printdiensten · VZW Sint-Paulusschool · 36 days left · 24 Nov 2026](https://tendernation.io/opportunities/01a15183-34d8-71be-840d-38bf2a8bcc92/belgium-photocopying-services-externe-printdiensten) [Supply services of personnel including temporary staff – Diák- és nyugdíjas munkaerő biztosítása NTH (376) · NTH Nemzeti Tőkeholding Zrt. · 11 days left · 30 Oct 2026](https://tendernation.io/opportunities/01a15183-76f6-70c4-823e-7b614dada7b3/hungary-supply-services-of-personnel-including-temporary-staff-diak-es-nyug) [Interpretation services – Tolktjänster · Stockholms läns sjukvårdsområde · 31 days left · 18 Nov 2026](https://tendernation.io/opportunities/01a15183-4e9a-70dc-8b27-e3d274e53dc5/sweden-interpretation-services-tolktjanster) [Graphic design services – MAGAZINE DES PAYS DE LA LOIRE - LOT1 MISE EN PAGE · Région des Pays de la Loire · 32 days left · 20 Nov 2026](https://tendernation.io/opportunities/01a15183-cd94-7139-b774-287bdb24987c/france-graphic-design-services-magazine-des-pays-de-la-loire-lot1-mise-en)