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CM3419 Customer Insights

YORKSHIRE WATER SERVICES LIMITED

This public procurement record has 3 releases in its history.

Award

12 Aug 2026 at 11:33

UK6 - Contract Award Notice
Tender

09 Apr 2026 at 09:33

UK4 - Tender Notice
Planning

16 Feb 2026 at 15:19

UK2 - Preliminary Market Engagement Notice
Summary of the contracting process

Yorkshire Water Services Limited established a Customer Insights Framework to support asset management and customer-focused service design in the water industry. The services cover qualitative and quantitative customer research, including satisfaction tracking, willingness-to-pay studies, behavioural insight, customer segmentation, vulnerability research, digital engagement analysis and co-creation. The framework is intended to provide evidence for regulatory compliance, business planning and performance commitments under AMP8, including robust customer evidence for Ofwat. Work is delivered across the United Kingdom. The requirement is for market research, public-opinion polling and statistical services, including innovative techniques, advanced analytics and inclusive engagement designed to represent hard-to-reach and vulnerable customer groups.

The procurement is complete and was awarded on 7 August 2026 through a selective competitive flexible procedure. It established one closed framework with mini-competitions, and eight suppliers were appointed: Accent Marketing and Research, DJS Research, Trinity McQueen, Turquoise Thinking, Red C Research, Box Clever Marketing Intelligence, Thinks Insight and Strategy (BritainThinks), and Explain Market Research. The awarded value is £3,000,000 gross. The award contract period runs from 1 September 2026 to 31 August 2028, with an option to extend to 31 August 2030. Evaluation weighted commercial factors at 30%, capability at 55% and provider proposals at 15%. The framework uses a single-stage process combining conditions of participation and tender responses, with mini-competitions for call-off contracts.

This requirement indicates recurring demand from Yorkshire Water for research and insight suppliers able to support a regulated utility’s customer, regulatory and business-planning decisions. Credible competitors would need to combine strong qualitative and quantitative research with customer satisfaction measurement, willingness-to-pay analysis, behavioural insight, segmentation, vulnerability research, digital engagement and co-creation. Experience producing robust, defensible evidence for regulators or business planning would be relevant, particularly in the water sector or another regulated industry. The appointed panel demonstrates that the buyer values a range of specialist capabilities, innovative methods, advanced analytics and inclusive engagement. Suppliers should also be able to run research with hard-to-reach and vulnerable groups and turn findings into practical service improvements.

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Notice Information

Notice Title

CM3419 Customer Insights

Notice Description

Yorkshire Water Services Ltd is seeking to establish a Customer Insights Framework to support the delivery of its strategic objectives for Asset Management Period 8 (AMP8). This framework will enable Yorkshire Water to access high-quality, flexible, and innovative customer research and insight services to inform decision-making, regulatory compliance, and customer-centric service design. The framework will appoint a panel of experienced suppliers capable of delivering a broad range of qualitative and quantitative research methodologies. These may include, but are not limited to, customer satisfaction tracking, willingness-to-pay studies, behavioral insights, segmentation, vulnerability research, digital engagement analysis, and co-creation activities. The appointed suppliers will play a critical role in supporting Yorkshire Water's obligations to Ofwat, including the development of robust and defensible customer evidence for business planning and performance commitments under AMP8. Suppliers will be expected to demonstrate strong expertise in regulatory research, water sector experience (or analogous regulated industries), and the ability to deliver insight that drives tangible business outcomes. The framework is intended to be multi-supplier, ensuring a diverse mix of capabilities and approaches. Yorkshire Water is particularly interested in partners who can offer innovative techniques, advanced analytics, and inclusive engagement strategies to ensure representation of all customer groups, including hard-to-reach and vulnerable populations. Through this procurement, Yorkshire Water aims to build long-term, collaborative partnerships with insight providers who can support its ambition to deliver exceptional service, enhance customer trust, and meet regulatory expectations effectively and efficiently.

Lot Information

Lot 1

Renewal: The contract may be extended subject to performance, regulatory requirements, and business need.

Planning Information

Suppliers are invited to express interest via email to  with brief details of their service offering. Further engagement (e.g., RFI or supplier calls) may follow. There are no specific conditions for participation in this market engagement. Participation is voluntary and non-binding

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-h6vhtk-065527
Publication Source
Find A Tender Service
Latest Notice
https://www.find-tender.service.gov.uk/Notice/076643-2026
Current Stage
Award
All Stages
Planning, Tender, Award

Procurement Classification

Notice Type
UK6 - Contract Award Notice
Procurement Type
Framework
Procurement Category
Services
Procurement Method
Selective
Procurement Method Details
Competitive flexible procedure
Tender Suitability
Not specified
Awardee Scale
Large, SME

Common Procurement Vocabulary (CPV)

CPV Divisions

79 - Business services: law, marketing, consulting, recruitment, printing and security

CPV Codes

79310000 - Market research services

79320000 - Public-opinion polling services

79330000 - Statistical services

Notice Value(s)

Tender Value
£3,000,000 £1M-£10M
Lots Value
£3,000,000 £1M-£10M
Awards Value
£3,000,000 £1M-£10M
Contracts Value
Not specified

Notice Dates

Publication Date
12 Aug 20261 months ago
Submission Deadline
Not specified
Future Notice Date
Not specified
Award Date
7 Aug 20262 months ago
Contract Period
1 Sep 2026 - 31 Aug 2028 2-3 years
Recurrence
Not specified

Notice Status

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

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
YORKSHIRE WATER SERVICES 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
BRADFORD
Postcode
BD6 2SZ
Postcode Area
Bradford
Country
England
Major Region (ITL 1)
TLE Yorkshire and The Humber
Basic Region (ITL 2)
TLE4 West Yorkshire
Small Region (ITL 3)
TLE41 Bradford
Delivery Location
Not specified
Local Authority
Bradford
Electoral Ward
Royds
Westminster Constituency
Bradford South

Supplier Information

Number of Suppliers
8
Supplier Names

ACCENT MARKETING AND RESEARCH LIMITED

DJS Research

Trinity McQueen

Turquoise Thinking Ltd

RED C RESEARCH LTD

Box Clever Marketing Intelligence

Thinks Insight & Strategy

EXPLAIN MARKET RESEARCH LIMITED

Further Information

Notice Documents

Open Contracting Data Standard (OCDS)

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