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Consumer Experience of Broadband Switching

OFCOM

This public procurement record has 1 release in its history.

Award

14 Sep 2026 at 09:40

Award Notice
Summary of the contracting process

Ofcom commissioned quantitative consumer research into people’s experiences of switching or renewing fixed broadband services, whether purchased as a standalone service or as part of a bundled package. The work falls within market research services (CPV 79310000) and is delivered for Ofcom in London, England. It is a services requirement concerned with consumer behaviour and experiences in the fixed broadband market. Businesses with expertise in designing and delivering robust quantitative studies for telecommunications, consumer services, switching behaviour or customer experience would find the subject matter relevant. The buyer is Ofcom, the UK communications regulator, and the requirement is suitable for small and medium-sized enterprises and voluntary, community and social enterprises.

This procurement has been awarded and the tender is complete. Ofcom ran a mini-competition through its Market Research Framework Agreement, with tenders due by 17 August 2026 at 17:00. The contract was awarded to Critical Research Ltd on 3 September 2026 for £55,432.80, and runs from 9 September 2026 to 31 January 2027. The award covers the full quantitative research requirement. The opportunity was evaluated through the framework mini-competition process; the published information identifies the procurement route and scope but does not set out separate scoring weightings or detailed evaluation criteria. The selected supplier is a London-based small enterprise.

For businesses that did not win this procurement, the award signals a defined requirement for quantitative research on broadband switching and renewal, including bundled communications products. A credible competitor for comparable work would need to design research that captures consumer experiences clearly, distinguish standalone broadband from bundled packages, and produce reliable evidence for a communications regulator. Relevant strengths include telecommunications or broadband market knowledge, consumer-experience research, questionnaire design, sampling and fieldwork, quantitative analysis, and concise reporting for policy or regulatory decisions. Experience managing research for public bodies and delivering within a framework mini-competition would also strengthen future competitiveness. The requirement is appropriately sized for an SME or VCSE with suitable research capability and capacity.

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Notice Information

Notice Title

Consumer Experience of Broadband Switching

Notice Description

To conduct quantitative consumer research to explore experiences of switching or renewing fixed broadband services as standalone or part of a bundled package.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-b5fd17-93e230e5-451a-4357-8c0b-357873e597aa
Publication Source
Contracts Finder
Latest Notice
https://www.contractsfinder.service.gov.uk/Notice/24527d03-8cc6-4d86-a5e1-d249519a7139
Current Stage
Award
All Stages
Award

Procurement Classification

Notice Type
Award Notice
Procurement Type
Framework
Procurement Category
Services
Procurement Method
Not Specified
Procurement Method Details
Other - Mini Competition via Ofcom Market Research Framework Agreement
Tender Suitability
SME, VCSE
Awardee Scale
SME

Common Procurement Vocabulary (CPV)

CPV Divisions

79 - Business services: law, marketing, consulting, recruitment, printing and security

CPV Codes

79310000 - Market research services

Notice Value(s)

Tender Value
£55,432 Under £100K
Lots Value
Not specified
Awards Value
£55,432 Under £100K
Contracts Value
Not specified

Notice Dates

Publication Date
14 Sep 20262 days ago
Submission Deadline
Not specified
Future Notice Date
Not specified
Award Date
3 Sep 20261 weeks ago
Contract Period
9 Sep 2026 - 31 Jan 2027 1-6 months
Recurrence
Not specified

Notice Status

Tender Status
Complete
Lots Status
Not Specified
Awards Status
Active
Contracts Status
Not Specified

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
OFCOM
Contact Name
Available with D3 Tenders Premium →
Contact Email
Available with D3 Tenders Premium →
Contact Phone
Available with D3 Tenders Premium →

Buyer Location

Locality
LONDON
Postcode
SE1 9HA
Postcode Area
South East London
Country
England
Major Region (ITL 1)
TLI London
Basic Region (ITL 2)
TLI4 Inner London - East
Small Region (ITL 3)
TLI44 Lewisham and Southwark
Delivery Location
TLI London
Local Authority
Southwark
Electoral Ward
Borough & Bankside
Westminster Constituency
Bermondsey and Old Southwark

Supplier Information

Number of Suppliers
1
Supplier Name

Critical Research

Further Information

Notice Documents

Open Contracting Data Standard (OCDS)

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The Open Contracting Data Standard (OCDS) is a framework designed to increase transparency and access to public procurement data in the public sector. It is widely used by governments and organisations worldwide to report on procurement processes and contracts.

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