Notice Information
Notice Title
Customer Satisfaction Surveys
Notice Description
Lot Information
Lot 1
As regulated companies, the GDNs are required to operate within a regulatory framework which is managed through a contract between us and Ofgem for the delivery of our obligations. The GDNs were incentivised to deliver excellent customer service, and there are penalties if performance is below target. Customer satisfaction is measured through compiling the results of a postal survey that is sent out to a selection of impacted customers across Connection Services, Mains Replacement and Emergency Response and Repair. Ofgem has outlined how customer satisfaction should be measured in their Regulatory Instructions and Guidance (RIGS) document. The GDNs have a contractual obligation to follow these strict guidelines, and a responsibility of the contractor is to support meeting these requirements. All requirements apply across each company's various network areas and are as follows: * Ofgem RIGS only surveying for the below customer processes: - Planned Work - Connection Services * Additional non RIGS surveying to boost feedback volumes across the same 3 customer processes Survey methods: * Postal / Telephone interview / Email providing link to online survey
Notice Details
Publication & Lifecycle
- Open Contracting ID
- ocds-h6vhtk-054ee4
- Publication Source
- Find A Tender Service
- Latest Notice
- https://www.find-tender.service.gov.uk/Notice/033206-2025
- Current Stage
- Award
- All Stages
- Award
Procurement Classification
- Notice Type
- Award Notice
- Procurement Type
- Standard
- Procurement Category
- Services
- Procurement Method
- Not Specified
- Procurement Method Details
- Not specified
- Tender Suitability
- Not specified
- Awardee Scale
- Large
Common Procurement Vocabulary (CPV)
- CPV Divisions
79 - Business services: law, marketing, consulting, recruitment, printing and security
-
- CPV Codes
79342311 - Customer satisfaction survey
Notice Value(s)
- Tender Value
- Not specified
- Lots Value
- Not specified
- Awards Value
- Not specified
- Contracts Value
- £475,003 £100K-£500K
Notice Dates
- Publication Date
- 18 Jun 20258 months ago
- Submission Deadline
- Not specified
- Future Notice Date
- Not specified
- Award Date
- 31 Mar 20214 years ago
- Contract Period
- Not specified - Not specified
- Recurrence
- Not specified
Notice Status
- Tender Status
- Not Specified
- Lots Status
- Not Specified
- Awards Status
- Active
- Contracts Status
- Active
Buyer & Supplier
Contracting Authority (Buyer)
- Main Buyer
- NORTHERN GAS NETWORKS LIMITED
- Contact Name
- Danielle Mangham
- Contact Email
- dmangham@northerngas.co.uk
- Contact Phone
- Not specified
Buyer Location
- Locality
- COLTON LEEDS
- Postcode
- LS15 8TU
- Post Town
- Leeds
- Country
- England
-
- Major Region (ITL 1)
- TLE Yorkshire and The Humber
- Basic Region (ITL 2)
- TLE4 West Yorkshire
- Small Region (ITL 3)
- TLE42 Leeds
- Delivery Location
- Not specified
-
- Local Authority
- Leeds
- Electoral Ward
- Garforth & Swillington
- Westminster Constituency
- Leeds East
Further Information
Open Contracting Data Standard (OCDS)
View full OCDS Record for this contracting process
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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