---
title: "Understanding customer experience of parcel deliveries"
ocid: "ocds-b5fd17-43adaf44-0182-42c0-99a6-c564eafa3cb9"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-43adaf44-0182-42c0-99a6-c564eafa3cb9"
markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-43adaf44-0182-42c0-99a6-c564eafa3cb9.md"
json_url: "https://d3tenders.com/contract/ocds-b5fd17-43adaf44-0182-42c0-99a6-c564eafa3cb9.json"
source: "Contracts Finder"
current_stage: "Award"
buyer: "OFCOM"
published: "2026-06-22"
---

# Understanding customer experience of parcel deliveries

Buyer: OFCOM  
Current stage: Award  
OCID: ocds-b5fd17-43adaf44-0182-42c0-99a6-c564eafa3cb9

[View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-b5fd17-43adaf44-0182-42c0-99a6-c564eafa3cb9)  
[Download OCDS JSON](https://d3tenders.com/contract/ocds-b5fd17-43adaf44-0182-42c0-99a6-c564eafa3cb9.json)

## Summary

The procurement process summarised here involves OFCOM, a prominent regulatory authority in the UK, seeking qualitative research services to understand customer experiences with parcel deliveries. The industry category for this tender is Market Research Services under the CPV 79310000 code. The research aims to address customer interactions, particularly focusing on those with additional or access needs. The procurement was conducted via a mini competition under the Ofcom Market Research Framework Agreement and is located in London, United Kingdom. The award stage of this process has been reached, having been completed on 16th April 2026, with the contract period starting on 18th May 2026 and concluding on 30th September 2026. The total contract value is £70,680.

This tender represents a valuable opportunity for businesses specialising in market research services, particularly those experienced in qualitative research with an emphasis on consumer behaviour and accessibility. Small and medium-sized enterprises (SMEs) and voluntary, community, and social enterprises (VCSEs) are also encouraged to participate, highlighting the procurement's inclusivity. Organizations with proven expertise in evaluating customer service experiences, especially in logistics and delivery sectors, will find this tender particularly aligned with their capabilities. The procurement method favours entities familiar with framework agreements and mini competition protocols, providing an opportunity for growth and visibility within the public sector market.

## Notice

Qualitative research is to deepen Ofcom's understanding of customers' real world experiences of parcel deliveries and interactions with parcel operators, with a particular focus on those with additional or access needs and those who have contacted or complained to an operator.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Contracts Finder |
| Latest notice | https://www.contractsfinder.service.gov.uk/Notice/e1b9847f-b2fa-4a16-ad9d-adec9a84952d |
| Notice type | Award Notice |
| Procurement type | Framework |
| Procurement category | Services |
| Procurement method | Not Specified |
| Procurement method details | Other - Mini Competition via Ofcom Market Research Framework Agreement |
| Tender suitability | SME, VCSE |
| Awardee scale | Large |
| All stages | Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 22 Jun 2026 |
| Submission deadline | 20 Mar 2026 |
| Future notice date | Not specified |
| Award date | 15 Apr 2026 |
| Contract period | 17 May 2026 - 30 Sep 2026 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £70,680 |
| Lots value | Not specified |
| Awards value | £70,680 |
| Contracts value | Not specified |

## Status

| Field | Value |
| --- | --- |
| Tender status | Complete |
| Lots status | Not specified |
| Awards status | Active |
| Contracts status | Not specified |

## Buyer

| Field | Value |
| --- | --- |
| Main buyer | OFCOM |
| Locality | LONDON |
| Post town | South East London |
| Postcode | SE1 9HA |
| Country | England |
| ITL 1 | TLI London |
| ITL 2 | TLI4 Inner London - East |
| ITL 3 | TLI44 Lewisham and Southwark |
| Local authority | Southwark |
| Electoral ward | Borough & Bankside |
| Westminster constituency | Bermondsey and Old Southwark |
| Delivery location | TLI London |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | NAVIGATOR INSIGHT (FORMALLY BLUE MARBLE RESEARCH |

## CPV Codes

### Divisions

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

### Codes

- 79310000 - Market research services

## Release History

- 22 Jun 2026 at 10:17 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/e1b9847f-b2fa-4a16-ad9d-adec9a84952d

## Documents

- https://www.contractsfinder.service.gov.uk/Notice/e1b9847f-b2fa-4a16-ad9d-adec9a84952d
  22nd June 2026 - Awarded contract notice on Contracts Finder

## Notice URLs

- https://ofcom.bravosolution.co.uk/web/login.shtml

## Provenance

This Markdown file is an alternate public rendering of the D3 Tenders contract record. The canonical page is https://d3tenders.com/contract/?ocid=ocds-b5fd17-43adaf44-0182-42c0-99a6-c564eafa3cb9. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-43adaf44-0182-42c0-99a6-c564eafa3cb9.json.