France – Survey conduction services – Mesure des Indicateurs de Qualité de Service pour les réseaux de la RATP

This notice aims to establish a framework agreement with order form, with no minimum amount and a maximum amount of 9 150 000 €, single award per lot. It aims to define the conditions and modalities for the provision of services related to the measurement of service quality indicators, on the Metro and RER networks (Lot 1 and 2) and on the Tramway network (Lot 3) operated by the RATP, based on mystery customer surveys. The services are divided into three lots:

• Lot 1: Measurement of service quality indicators (50%) of the Metro and RER networks

o Estimated maximum monthly volume of measurements: 5 514

• Lot 2: Measurement of service quality indicators (50%) of the Metro and RER networks

o Estimated maximum monthly volume of measurements: 5 514

• Lot 3: Measurement of service quality indicators of the Tramway network

o 24 surveys per month (3 surveys per line)

Each of the lots will be awarded to 1 contractor. The start of the services is scheduled for 1 January 2027. However, from October 2026, the successful tenderers will be contacted to initiate the training of surveyors, IT tests and dummy measurements.