The tender concerns the execution of customer surveys in the following four defined areas:

1) Customer satisfaction surveys to support customer satisfaction bonuses in bus contracts

2) Customer satisfaction surveys to support customer satisfaction bonuses on Aarhus Letbane

3) Customer satisfaction surveys for the selection of Midttrafik's Best Bus Company

4) Kundetilfredshedsmålinger i Flextrafik

The tender concerns the conduct of customer surveys in the following areas:

1) Kundetilfredshedsbonus i buskontrakter

At the end of 2018, Midttrafik started phasing in customer satisfaction bonuses in all bus contracts with more than 15000 timetable hours annually. The level of customer satisfaction forms the basis for the potential payment of bonuses to bus operators once a year per timetable year. The bonus model will be phased in on an ongoing basis in connection with Midttrafik completing new tenders for bus contracts, and is expected to be incorporated into all relevant contracts in 2027.

The tender includes data collection in the form of personal interviews on the buses. The number of interviews per bus contract varies from 400-800 interviews per year depending on the scope of the bus contract's schedule hours. Interviews must be distributed equally per month.

The total number of interviews will be scaled during the contract period according to the following expected forecast - the number depends on the specifically tendered bus contracts during the period:

1st year of the contract: approx. 4,400 interviews

2nd year of the contract: approx. 5,400 interviews

3rd year of the contract: approx. 9,000 interviews

4th year of the contract: approx. 9,900 interviews

Data from interviews must be made available to both Midttrafik and the individual bus operators, so that the specific measured customer satisfaction can be monitored on the individual bus contracts on an ongoing basis.

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2) Customer satisfaction bonus on Aarhus Letbane

The customer satisfaction bonus on Aarhus Letbane was established in July 2022 and will be covered by the tendered contract as of 1 July 2024. The level of customer satisfaction forms the basis for the potential payment of bonuses two (2) times a year to the operator of Aarhus Letbane.

The tender includes data collection in the form of personal interviews on light rail trains. It is expected that 400 interviews will be conducted per six months.

Data from interviews must be made available to both Midttrafik, Aarhus Letbane I/S and the operator of the light rail, so that the specific measured customer satisfaction on the light rail can be monitored on an ongoing basis.

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3) Best Bus Company

The Best Bus Company award is an annual event held among Midttrafik's bus operators. The award is primarily based on measured customer satisfaction (personal interviews in the buses), but bus operators are also measured by the proportion of selected customer complaints and the share of quality defects.

Best Bus Company takes place with awards in two pools divided into small and large bus routes (under / over 15,000 timetable hours annually). Bus operators who have routes in both pool 1 and pool 2 are placed and included in the selection in both pools. A minimum of 200 interviews per bus operator per pool must be conducted.

The Q&A and Best Bus Company data collection method are consistent with the Customer Satisfaction Bonus in bus contracts. There is an overlap in the data collection for the two purposes, which will increase as more bus contracts are covered by the Customer Satisfaction Bonus in bus contracts. It is the Supplier's task to identify and exploit synergies in the data collection for better utilization of time and resources.

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4) Kundetilfredshedsundersøgelse i Flextrafik

Measuring customer satisfaction in Flextrafik is a new survey to be carried out across the driving schemes within Flextrafik:

- Handicapkørsel,

- Flextur,

- Flexbus,

- Plus trip as well as municipal driving.

The purpose of establishing the survey is to ensure continuous measurement of customer satisfaction in Flextrafik and enable comparison across driving schemes on relevant parameters.

The data collection for the customer survey is carried out continuously by telephone interviews so that

1. developments can be followed over time,

2. the interview is conducted close to the time of driving and

3. Midttrafik has the opportunity to expand the questionnaire and obtain answers relatively quickly if the need arises.

2,000 interviews will be collected equally per quarter per year. The distribution of interviews per driving arrangement will be agreed in cooperation with the Supplier during the Establishment phase.