Tender

Complaints Fatigue

CONSUMER COUNCIL FOR WATER

This public procurement record has 1 release in its history.

Tender

22 Jan 2021 at 13:47

Tender Notice
Summary of the contracting process

The Consumer Council for Water is seeking a market research agency to conduct surveys and interviews focused on customer complaints within the water distribution sector. This tender, titled "Complaints Fatigue," is currently active and was published on 22 January 2021. The procurement is in the tender stage, with a submission deadline of 26 February 2021. The contract is anticipated to commence on 15 March 2021 and run until 31 May 2021. The procurement method is limited, involving competitive quotations below a specified threshold, and is classified under water distribution and related services, with a value of £1.

This tender presents an opportunity for businesses specialising in market research and customer insights, particularly those with experience in the water industry. Small and medium-sized enterprises (SMEs) and voluntary, community, and social enterprises (VCSEs) are well-suited to participate in this competitive process. Companies that can effectively analyse customer feedback and complaints will find this contract particularly relevant for expanding their portfolio and enhancing their service offerings in this sector.

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Notice Information

Notice Title

Complaints Fatigue

Notice Description

CCW wishes to appoint a market research agency to conduct two surveys and follow-up depth interviews The research would comprise interviews with respondents from one of the first two surveys. 1. an online survey emailed out by water companies to customers who complained to them, and did not contact them again after the water company's response (Stage 1 complaints) or who did re-contact their company about their Stage 1 response and received a follow up reply from the company (Stage 2 response), but did not make further contact after that. We want to understand why customers, who say they were dissatisfied with the first or second responses to their complaint, did not escalate their complaint further to the company or come to CCW. 2. a telephone survey, to get a representative sample of water bill-payers in England and Wales, asking a handful of questions to find out if they feel they have had reason to complain to their water and sewerage company, but have not done so, and why this is 3. Depth interviews with a selection of respondents to the online survey who feel their complaint was not resolved by their water company's response, but who did not contact their company again to follow up. Additional information: Documents are available via the Bravo Solutions e-tendering platform. URL given below. All bids and communications must be submitted through this portal.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-b5fd17-a4a1c98f-7283-4014-b83a-fcac13dc46a0
Publication Source
Contracts Finder
Latest Notice
https://www.contractsfinder.service.gov.uk/Notice/35879123-d1ad-4d8b-a806-4f956a8f1937
Current Stage
Tender
All Stages
Tender

Procurement Classification

Notice Type
Tender Notice
Procurement Type
Standard
Procurement Category
Services
Procurement Method
Limited
Procurement Method Details
Competitive quotation (below threshold)
Tender Suitability
SME, VCSE
Awardee Scale
Not specified

Common Procurement Vocabulary (CPV)

CPV Divisions

65 - Public utilities

CPV Codes

65100000 - Water distribution and related services

Notice Value(s)

Tender Value
£1
Lots Value
Not specified
Awards Value
Not specified
Contracts Value
Not specified

Notice Dates

Publication Date
22 Jan 20215 years ago
Submission Deadline
26 Feb 2021Expired
Future Notice Date
Not specified
Award Date
Not specified
Contract Period
15 Mar 2021 - 31 May 2021 1-6 months
Recurrence
Not specified

Notice Status

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

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
CONSUMER COUNCIL FOR WATER
Contact Name
Available with D3 Tenders Premium →
Contact Email
Available with D3 Tenders Premium →
Contact Phone
Available with D3 Tenders Premium →

Buyer Location

Locality
BIRMINGHAM
Postcode
B2 4AJ
Post Town
Birmingham
Country
England
Major Region (ITL 1)
TLG West Midlands (England)
Basic Region (ITL 2)
TLG3 West Midlands
Small Region (ITL 3)
TLG31 Birmingham
Delivery Location
TLC North East (England), TLD North West (England), TLE Yorkshire and The Humber, TLF East Midlands (England), TLG West Midlands (England), TLI London, TLJ South East (England), TLK South West (England), TLL Wales
Local Authority
Birmingham
Electoral Ward
Ladywood
Westminster Constituency
Birmingham Ladywood

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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