---
title: "Customer experience in the water sector - annual surveys for the customer measure of experience (C-MeX) and developer services measure of experience (D-MeX)"
ocid: "ocds-b5fd17-ca6c0105-1b21-4296-9ad4-eb0d3c2d73fd"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-ca6c0105-1b21-4296-9ad4-eb0d3c2d73fd"
markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-ca6c0105-1b21-4296-9ad4-eb0d3c2d73fd.md"
json_url: "https://d3tenders.com/contract/ocds-b5fd17-ca6c0105-1b21-4296-9ad4-eb0d3c2d73fd.json"
source: "Contracts Finder"
current_stage: "Award"
buyer: "WATER SERVICES REGULATION AUTHORITY (OFWAT)"
published: "2020-03-12"
---

# Customer experience in the water sector - annual surveys for the customer measure of experience (C-MeX) and developer services measure of experience (D-MeX)

Buyer: WATER SERVICES REGULATION AUTHORITY (OFWAT)  
Current stage: Award  
OCID: ocds-b5fd17-ca6c0105-1b21-4296-9ad4-eb0d3c2d73fd

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## Summary

The procurement process is being conducted by the Water Services Regulation Authority (Ofwat) for the provision of market research services related to customer experience in the water sector. The title of the tender is "Customer experience in the water sector - annual surveys for the customer measure of experience (C-MeX) and developer services measure of experience (D-MeX)." This service will take place primarily in the West Midlands and London. The procurement is currently at the award stage, with the contract running from 25 February 2020 to 31 March 2023, and a total contract value of £1,129,975. Notably, the procurement method is selective, initiated through a call-off from a dynamic purchasing system, with a proposal deadline that has already passed on 20 January 2020.

This tender presents significant opportunities for businesses, particularly those specialising in market research and customer experience services within the water industry. Companies with expertise in conducting comprehensive surveys and delivering detailed analyses will be well-suited to compete for future contracts in this sector. Given the scope covers the 17 largest appointed water companies in England and Wales, providers who can offer innovative solutions and insights into customer satisfaction may find a lucrative market for their services.

## Notice

Provisions of the Market Research Dynamic Purchasing System Agreement (RM6018) between CCS and the Supplier. The overarching objective of C-MeX and D-MeX is to incentivise water companies to provide an excellent customer experience. The Contract covers two C-MeX surveys (the customer service survey and the customer experience survey) and one D-Mex survey (the customer satisfaction survey). The objective is for the Supplier to conduct annual surveys providing four interim quarterly scores and rankings and annual scores and rankings each year for each survey in accordance with the Policy , Guidance and further specifications set out in section 4 'Requirements for the Supplier'. The results need to be broken down as outlined in Table 5.1 in section 5 'Key Deliverables'. OFWAT may require the Supplier to attend an introductory presentation to company representatives and other stakeholders within two months of appointment. The Supplier may also be required to present, each year, the findings of its consolidated annual reports and their outcomes to the Customer and stakeholders. This may constitute half a day to a day session which should be included in the tender as an option. OFWAT and the Supplier will agree the programme of work during set up and preparation stage (February - 31 March 2020). The surveys will cover the 17 largest appointed water companies in England and Wales - this includes water and wastewater companies (those which provide a combined service, delivering both water and wastewater services) and water-only companies (those which provide only a water service). Please note that OFWAT may publish the final annual reports. The ITT outlines how the C-MeX and D-MeX incentives work, requirements for the Supplier and the Key Deliverables for this project. Contract duration is expected to be three years with the option of an extension of up to one year, provided both Parties agree the extension through a Variation. 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/51b3dbb6-a0b0-41db-8001-b0b8c39d57c7 |
| Notice type | Award Notice |
| Procurement type | Dynamic |
| Procurement category | Services |
| Procurement method | Selective |
| Procurement method details | Call-off from a dynamic purchasing system |
| Tender suitability | SME |
| Awardee scale | SME |
| All stages | Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 12 Mar 2020 |
| Submission deadline | 20 Jan 2020 |
| Future notice date | Not specified |
| Award date | 14 Feb 2020 |
| Contract period | 25 Feb 2020 - 31 Mar 2023 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £1,129,975 |
| Lots value | Not specified |
| Awards value | £1,129,975 |
| 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 | ACCENT MARKETING AND RESEARCH |

## CPV Codes

### Divisions

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

### Codes

- 79310000 - Market research services

## Release History

- 12 Mar 2020 at 10:40 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/51b3dbb6-a0b0-41db-8001-b0b8c39d57c7

## Documents

- https://www.contractsfinder.service.gov.uk/Notice/51b3dbb6-a0b0-41db-8001-b0b8c39d57c7
  12th March 2020 - Awarded contract notice on Contracts Finder

## Provenance

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