Customer Satisfaction and Passenger Experience Solution

The issuing agency is seeking a vendor to provide a comprehensive customer satisfaction and passenger experience solution. The agency needs to design and manage a measurement framework suitable for a high-volume, complex airport. This framework must support terminal-level, passenger segment, and seasonal trend analysis through sufficient sample sizes, or clearly describe what reporting levels are statistically supportable under the proposed methodology. The project covers large-scale passenger sampling that ensures representation across domestic, transborder, international, and south terminal travellers. Data collection must account for variations in the time of day, day of the week, seasonal peaks, and connecting versus origin-destination passengers. The agency requires feedback collection designs that minimize passenger fatigue while maintaining analytical depth. The requested scope includes driver and impact analysis suitable for corporate reporting and enterprise-scale prioritization discussions. The solution must deliver trend analysis capable of detecting small but meaningful changes at scale and segmentation models appropriate for millions of passengers annually. The agency expects the analysis to make a clear distinction between statistically significant signals and noise. Only Canadian organizations are eligible to bid on this opportunity. The selected vendor will perform all work offsite. Bidders must submit their proposals digitally via email or online, and the agency is currently looking for proposals to determine the budget. The agency requires all questions regarding this opportunity to be submitted no later than June 30, 2026.