Award

Exploratory research to devise a method for mystery shopping on customer service and support

O F W A T

This public procurement record has 1 release in its history.

Award

18 Sep 2024 at 09:58

Award Notice
Summary of the contracting process

O F W A T, based in Birmingham, recently completed a procurement process for exploratory research on devising a method for mystery shopping related to customer service and support in the water sector. The tender, with the identifier PROC.01.046, focused on Research and Development services under the CPV classification code 73000000. The scope of work included reviewing options, testing the approach, and making recommendations. The procurement was managed through a competitive quotation method below the threshold (limited). This stage concluded with the award on 7 February 2024, and the contract will run from 14 February 2024 to 28 March 2024, covering regions in England and Wales. The total value of two awarded contracts amounts to £39,625. Savanta Group Ltd and Walnut Unlimited were selected as the suppliers.

This tender presents significant opportunities for SMEs, particularly those specialising in market research and customer service consultancy. The evaluation of customer service methods in the water sector and benchmarking against other industries would benefit companies with expertise in similar domains. Businesses that can offer innovative solutions and have experience with diverse customer needs are well-suited to compete in such tenders. Engaging in this type of project can help businesses expand their portfolio and demonstrate their capability to deliver valuable insights in regulated sectors, thus fostering further growth and market credibility.

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Notice Information

Notice Title

Exploratory research to devise a method for mystery shopping on customer service and support

Notice Description

The objectives for the project are to: * Review the range of options for the delivery of mystery shopping for the water sector and develop an approach for testing. * Test the mystery shopping approach on a specific issue or topic. * Assess the approach and make recommendations. This should include consideration of what worked well and areas for improvement. * Consider the diversity of customers and their needs throughout this. * If feasible, consider how the mystery shopping approach could be used to benchmark water companies and the water sector against the equivalent services provided across other sectors.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-b5fd17-de220f37-b84f-4762-a35c-d67bf5601939
Publication Source
Contracts Finder
Latest Notice
https://www.contractsfinder.service.gov.uk/Notice/0c332976-acb3-4c62-8df4-c7a8689987bb
Current Stage
Award
All Stages
Award

Procurement Classification

Notice Type
Award Notice
Procurement Type
Standard
Procurement Category
Services
Procurement Method
Limited
Procurement Method Details
Competitive quotation (below threshold)
Tender Suitability
SME
Awardee Scale
SME

Common Procurement Vocabulary (CPV)

CPV Divisions

73 - Research and development services and related consultancy services

CPV Codes

73000000 - Research and development services and related consultancy services

Notice Value(s)

Tender Value
£20,000 Under £100K
Lots Value
Not specified
Awards Value
£39,625 Under £100K
Contracts Value
Not specified

Notice Dates

Publication Date
18 Sep 20241 years ago
Submission Deadline
1 Feb 2024Expired
Future Notice Date
Not specified
Award Date
7 Feb 20242 years ago
Contract Period
14 Feb 2024 - 28 Mar 2024 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
O F W A T
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
B5 4UA
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), TLF East Midlands (England), TLG West Midlands (England), TLH East (England), TLJ South East (England), TLK South West (England), TLL Wales
Local Authority
Birmingham
Electoral Ward
Ladywood
Westminster Constituency
Birmingham Ladywood

Supplier Information

Number of Suppliers
2
Supplier Names

SAVANTA GROUP

WALNUT

Further Information

Notice Documents

Open Contracting Data Standard (OCDS)

View full OCDS Record for this contracting process

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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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