TfL 96020 Customer Insights Study - Retail

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 (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