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Provision of Market Research Services

NORTHUMBRIAN WATER GROUP LIMITED

This public procurement record has 1 release in its history.

Tender

07 Aug 2023 at 10:09

Tender Notice
Summary of the contracting process

The Northumbrian Water Group Limited has initiated a tender process for the provision of Market Research Services. This tender falls under the services category and aims to gather insights to enhance customer understanding and support key projects. The contract, with an annual spend of approximately £71,000 to £80,000, will run for an initial three-year period starting on 1st April 2024. Expressions of interest should be submitted by email to expressions@nwl.co.uk before the deadline of 22nd August at 16:00, with completed PQQs due by 4th September 2023 at 12 noon.

This procurement presents an opportunity for businesses specialising in market research services to engage with Northumbrian Water Group Limited. Companies capable of conducting various types of research tracking programmes across NWG's operational areas in the North East of England, Essex, and Suffolk will find this tender suitable. The procurement method is selective, utilising a negotiated procedure with prior call for competition, and bids must be submitted electronically. The contract duration is set at 36 months, with an option for a further 24-month extension period, offering long-term growth possibilities for successful bidders.

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Notice Information

Notice Title

Provision of Market Research Services

Notice Description

NWG relies on market research to establish a better understanding of its household and commercial customers that includes forecasting social marketing attitude, behavioural change trends and customer satisfaction. NWGs Corporate Affairs team also depends on research to inform and evaluate its key projects that will support NWG to achieve its ambition of being the national leader in water and wastewater services. Annual spend is in the region of PS71,000 to PS80,000 per year The contract will be for a three-year contract with the option to extend for a further two years The contract will start on 1st April 2024

Lot Information

Lot 1

NWG relies on market research to establish a better understanding of its household and commercial customers that includes forecasting social marketing attitude, behavioural change trends and customer satisfaction. NWGs Corporate Affairs team also depends on research to inform and evaluate its key projects that will support NWG to achieve its ambition of being the national leader in water and wastewater services. A number of research tracking programmes have been established over a period of time that enables the collection of key data such as customer satisfaction and campaign/message recall. These tracking programmes are: * Household customers (internally known as 'domestic tracking') - this research programme is carried out quarterly by telephone to a representative sample of customers in NWGs three operating areas (North East of England, Essex and Suffolk). This programme tracks satisfaction with all aspects of the services provided by NWG including NPS, brand values and communication/marketing activity. * Transactional NPS - this research programme is carried out quarterly by telephone to customers who have made contact in a single week. This programme tracks NPS and customer satisfaction and will form part of the calculation for NWGs NPS score along with the result from the domestic tracking programme. * Omnibus survey that includes questions for the external facing Corporate Affairs projects - prior to Covid-19 this programme was face to face contact, but is now done online, and currently takes place once a year * Key stakeholders - this research is carried out quarterly by telephone to NWGs key stakeholders in its three operating areas. This helps track satisfaction with services and the relationship NWG has with each individual/organisation. A trust score from this research is shared on the company's business scorecard. * Priority services - this research is carried out quarterly by telephone to customers registered for NWGs financial and non-financial priority services in its three operating areas. This helps track satisfaction with the additional support services provided and how they can be improved. An overall satisfaction score from this research is a key measure for the company, in particular the inclusivity team In addition to the above tracking programmes, other bespoke research programmes may be requested on an ad-hoc basis for gathering data for the following key projects. The successful research provider will be required to undertake traditional research methods as well as introducing new innovative ways to collect data to inform key projects and the tracking research programmes. The supplier should also have, or access to, a call centre provision. Tenders must take into account NWGs locations in terms of the North East of England, Essex and Suffolk when pricing and answering all quality questions.

Options: The contract will be for 36 months with a further 24 month extension period

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-h6vhtk-03ed71
Publication Source
Find A Tender Service
Latest Notice
https://www.find-tender.service.gov.uk/Notice/022874-2023
Current Stage
Tender
All Stages
Tender

Procurement Classification

Notice Type
Tender Notice
Procurement Type
Standard
Procurement Category
Services
Procurement Method
Selective
Procurement Method Details
Negotiated procedure with prior call for competition
Tender Suitability
Not specified
Awardee Scale
Not specified

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
Not specified
Lots Value
Not specified
Awards Value
Not specified
Contracts Value
Not specified

Notice Dates

Publication Date
7 Aug 20233 years ago
Submission Deadline
22 Aug 2023Expired
Future Notice Date
Not specified
Award Date
Not specified
Contract Period
Not specified - Not specified
Recurrence
Not specified

Notice Status

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

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
NORTHUMBRIAN WATER GROUP LIMITED
Contact Name
Available with D3 Tenders Premium →
Contact Email
Available with D3 Tenders Premium →
Contact Phone
Available with D3 Tenders Premium →

Buyer Location

Locality
DURHAM
Postcode
DH1 5FJ
Postcode Area
Durham
Country
England
Major Region (ITL 1)
TLC North East (England)
Basic Region (ITL 2)
TLC4 Northumberland, Durham and Tyne & Wear
Small Region (ITL 3)
TLC41 Durham
Delivery Location
TLC North East (England), TLH14 Suffolk CC, TLH3 Essex
Local Authority
County Durham
Electoral Ward
Framwellgate & Newton Hall
Westminster Constituency
City of Durham

Further Information

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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