---
title: "Non-Household Customer Insight Survey"
ocid: "ocds-b5fd17-afdc95b2-b62e-4348-93da-7d9fb269468a"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-afdc95b2-b62e-4348-93da-7d9fb269468a"
markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-afdc95b2-b62e-4348-93da-7d9fb269468a.md"
json_url: "https://d3tenders.com/contract/ocds-b5fd17-afdc95b2-b62e-4348-93da-7d9fb269468a.json"
source: "Contracts Finder"
current_stage: "Award"
buyer: "WATER SERVICES REGULATION AUTHORITY (OFWAT)"
published: "2020-02-28"
---

# Non-Household Customer Insight Survey

Buyer: WATER SERVICES REGULATION AUTHORITY (OFWAT)  
Current stage: Award  
OCID: ocds-b5fd17-afdc95b2-b62e-4348-93da-7d9fb269468a

[View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-b5fd17-afdc95b2-b62e-4348-93da-7d9fb269468a)  
[Download OCDS JSON](https://d3tenders.com/contract/ocds-b5fd17-afdc95b2-b62e-4348-93da-7d9fb269468a.json)

## Summary

The procurement process for the "Non-Household Customer Insight Survey" is managed by the Water Services Regulation Authority (Ofwat), located in Birmingham, England. This contract falls within the services category, specifically focusing on general management consultancy services, and was awarded as part of a selective procurement method through a framework agreement (DPS Agreement RM6018). The tender period ended on 7 January 2019, with the contract being active from 1 February 2019 to 28 June 2019. The total value of the contract awarded is £82,405.

This tender presents opportunities for businesses that specialise in customer research and consultancy services, particularly small and medium-sized enterprises (SMEs). Companies well-suited to compete would have experience in conducting large-scale surveys and analyses to understand customer perceptions and market efficacy. The insights generated from this survey are essential for understanding customer engagement in the market, offering a chance for businesses to contribute to significant policy discussions and enhancements in customer service in the water sector.

## Notice

DPS Agreement (RM6018) The priorities, views and experiences of customers are essential in understanding whether, and how, the market is functioning effectively and delivering for customers. We also wish to assess the efficacy of any policy interventions, for example concerning whether customer experiences of billing has improved. To inform our understanding here, we need to gauge the experiences and views of customers, including the extent to which customers have chosen to engage with the market, their needs and expectations have been met, and the reasons for these outcomes. One of the ways we intend to do this is through regular surveying of a sample of all eligible customers (not just those who have switched retailer or renegotiated a deal with their existing retailer.) We want to commission new customer research to provide: * performance metrics, e.g. what percentage of customers are aware of the market - in particular to provide consistent and comparable trend analysis with the results of our 2017/18 research; * an understanding of what customers think the market may offer them, what they may want and what may motivate them to engage, and what they may currently be getting from the market; and * customers' experiences of the market, e.g. impediments to engaging with or getting the best out of the market, has switching been a good experience, or have their issues and complaints been dealt with effectively? The results of the research must be statistically robust and comprehensive enough for us to identify where the market is failing to deliver for customers, and the reasons why. The outputs of the research will feed into two key areas: - Firstly, they will help us judge whether and how to intervene in the market in order to ensure customers are protected and the market works efficiently and effectively. - Secondly, the survey results will form a key part of our second annual 'state of the market' report, presently scheduled for publication in July 2019. As such the outputs of the work must be clear, comprehensive and robust, and allow consistent and comparable trend analysis with the results of our 2017/18 research. Additional information: For Further Information,please contact procurement@ofwat.gov.uk

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Contracts Finder |
| Latest notice | https://www.contractsfinder.service.gov.uk/Notice/3eceb5d4-eca9-4bf6-a4a4-bf09ae14179e |
| Notice type | Award Notice |
| Procurement type | Framework |
| Procurement category | Services |
| Procurement method | Selective |
| Procurement method details | Call-off from a framework agreement |
| Tender suitability | SME |
| Awardee scale | SME |
| All stages | Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 28 Feb 2020 |
| Submission deadline | 7 Jan 2019 |
| Future notice date | Not specified |
| Award date | 31 Jan 2019 |
| Contract period | 1 Feb 2019 - 28 Jun 2019 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £82,405 |
| Lots value | Not specified |
| Awards value | £82,405 |
| 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 | WATER SERVICES REGULATION AUTHORITY (OFWAT) |
| Locality | BIRMINGHAM |
| Post town | Birmingham |
| Postcode | B5 4UA |
| Country | England |
| ITL 1 | TLG West Midlands (England) |
| ITL 2 | TLG3 West Midlands |
| ITL 3 | TLG31 Birmingham |
| Local authority | Birmingham |
| Electoral ward | Ladywood |
| Westminster constituency | Birmingham Ladywood |
| Delivery location | TLG West Midlands (England), TLI London |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | OPINION RESEARCH SERVICES |

## CPV Codes

### Divisions

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

### Codes

- 79411000 - General management consultancy services

## Release History

- 28 Feb 2020 at 09:49 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/3eceb5d4-eca9-4bf6-a4a4-bf09ae14179e

## Documents

- https://www.contractsfinder.service.gov.uk/Notice/3eceb5d4-eca9-4bf6-a4a4-bf09ae14179e
  28th February 2020 - Awarded contract notice on Contracts Finder

## 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-afdc95b2-b62e-4348-93da-7d9fb269468a. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-afdc95b2-b62e-4348-93da-7d9fb269468a.json.