Tender: Face-to-Face Customer Satisfaction Surveys for Adelaide Metro Public Transport Network — Five-Year Contract

About

The Department is seeking a supplier for ongoing face-to-face customer satisfaction surveys across the Adelaide Metro public transport network to collect structured, reliable and representative feedback on service delivery and infrastructure performance. The supplier will deliver two face-to-face survey waves each year (Department preference: April/May and October/November), undertake fieldwork across metropolitan services, stations and interchanges, analyse results and provide reporting outputs that support monitoring against established KPIs and benchmarks, evidence-based decision making and continuous improvement. Services must operate under the Department’s direction and oversight, comply with relevant legislation, privacy obligations and governance frameworks, and include review of existing surveys and methodology to identify improvements while maintaining comparability with prior results. For each Survey Wave the supplier must provide a high-level report on overall customer satisfaction against key attributes, an overall detailed report, contract-level reports by mode and area (including individual bus contract areas and by line for train and tram), and specific results that correlate with Bus, Train and Tram Contract KPIs (contract KPIs are confidential and will be supplied to the successful tenderer). The contract includes regular communication, reporting and performance review, indicative performance measures for timeliness, data integrity, reporting accuracy and responsiveness, and is for five years (three-year base term plus two 12-month extensions).