News

ESA Retail Awarded 2 Year Contract Extension for ATOC Mystery Shopping

ESA Retail Awarded 2 Year Contract Extension for ATOC Mystery Shopping

ESA Retail has been re-commissioned by ATOC (Association of Train Operating Companies) to conduct its annual National Rail Mystery Shopping survey for a further two years.

The survey is designed to measure the accuracy and impartiality of retailing by Train Operators on a national basis and is undertaken each year across station ticket offices, ticket vending machines and Train Operating Company internet sites.

The survey comprises a robust sample of rail ticket purchases, designed to reflect current customer rail ticket transactions, including ticket purchase scenarios covering a range of journey details and ticket types, including season tickets and railcard users. In addition to completing the fieldwork, ESA’s in house adjudicators were provided with specific training on how to use the ticketing database to determine, based on the scenario specification, whether the correct ticket was sold.

ESA has completed the survey for the last two years, having initially been awarded the contract by ATOC in 2013. Greg McDonald, Managing Director of ESA Retail commented: “We are delighted to have been appointed by ATOC to conduct this project for a further two years. This renewal represents a reward for the hard work that has gone into the design and implementation of a highly robust multi-channel mystery shopping exercise, and confirms our growing experience and expertise in the transport sector.”  

Adrian Chapman, ATOC Market Research Manager commented: “The National Rail Mystery Shopping survey is an extremely important survey for ATOC and ESA Retail have done an excellent job in delivering this complex programme of work over the last two years. I have been particularly impressed with the ability of the team to develop an understanding of the UK’s complex rail ticketing practices, the responsiveness and attention to detail of the ESA project managers, and the agency’s adherence to the critical project deadlines. I had no doubts about extending the contract with ESA for a further two years.”

Back to News