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Customer Satisfaction Surveys

NORTHERN GAS NETWORKS LIMITED

This public procurement record has 1 release in its history.

AwardUpdate

18 Jun 2025 at 11:21

Award Notice
Summary of the contracting process

The procurement process for 'Customer Satisfaction Surveys' is led by Northern Gas Networks Limited, located in Colton, Leeds, United Kingdom. This initiative falls under the services category and is essential for evaluating customer satisfaction as part of a regulatory framework monitored by Ofgem. The procurement has reached the award update stage, focussing on services across the UK. The contract, awarded to Explain Market Research Limited, was signed on 1st April 2021 and has a duration of 1800 days, reflecting ongoing commitments until approximately mid-2026. This tender was initiated following regulatory guidelines by Ofgem, incorporating various surveying methodologies such as postal, telephone interviews, and online participation to gather feedback on planned work and emergency responses.

This procurement opportunity is pivotal for businesses specialising in market research, particularly those with the capacity to manage large-scale survey operations across different communication channels. Businesses equipped with robust postal, digital, and telephonic surveying capabilities are well-suited to compete in this arena. Moreover, involvement in such projects can bolster a company's profile through association with meeting stringent regulatory requirements set by Ofgem. Companies ready to handle additional costs linked to postal services stand to benefit from the potential increase in demand for expanded surveying volumes, thus supporting their growth in a highly regulated industry.

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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 20251 years ago
Submission Deadline
Not specified
Future Notice Date
Not specified
Award Date
1 Apr 20215 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
Available with D3 Tenders Premium →
Contact Email
Available with D3 Tenders Premium →
Contact Phone
Available with D3 Tenders Premium →

Buyer Location

Locality
COLTON LEEDS
Postcode
LS15 8TU
Postcode Area
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

Supplier Information

Number of Suppliers
1
Supplier Name

Explain Market Research Limited

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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