---
title: "Exploratory research to devise a method for mystery shopping on customer service and support"
ocid: "ocds-b5fd17-de220f37-b84f-4762-a35c-d67bf5601939"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-de220f37-b84f-4762-a35c-d67bf5601939"
markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-de220f37-b84f-4762-a35c-d67bf5601939.md"
json_url: "https://d3tenders.com/contract/ocds-b5fd17-de220f37-b84f-4762-a35c-d67bf5601939.json"
source: "Contracts Finder"
current_stage: "Award"
buyer: "O F W A T"
published: "2024-09-18"
---

# Exploratory research to devise a method for mystery shopping on customer service and support

Buyer: O F W A T  
Current stage: Award  
OCID: ocds-b5fd17-de220f37-b84f-4762-a35c-d67bf5601939

[View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-b5fd17-de220f37-b84f-4762-a35c-d67bf5601939)  
[Download OCDS JSON](https://d3tenders.com/contract/ocds-b5fd17-de220f37-b84f-4762-a35c-d67bf5601939.json)

## Summary

O F W A T, based in Birmingham, recently completed a procurement process for exploratory research on devising a method for mystery shopping related to customer service and support in the water sector. The tender, with the identifier PROC.01.046, focused on Research and Development services under the CPV classification code 73000000. The scope of work included reviewing options, testing the approach, and making recommendations. The procurement was managed through a competitive quotation method below the threshold (limited). This stage concluded with the award on 7 February 2024, and the contract will run from 14 February 2024 to 28 March 2024, covering regions in England and Wales. The total value of two awarded contracts amounts to £39,625. Savanta Group Ltd and Walnut Unlimited were selected as the suppliers.

This tender presents significant opportunities for SMEs, particularly those specialising in market research and customer service consultancy. The evaluation of customer service methods in the water sector and benchmarking against other industries would benefit companies with expertise in similar domains. Businesses that can offer innovative solutions and have experience with diverse customer needs are well-suited to compete in such tenders. Engaging in this type of project can help businesses expand their portfolio and demonstrate their capability to deliver valuable insights in regulated sectors, thus fostering further growth and market credibility.

## Notice

The objectives for the project are to: * Review the range of options for the delivery of mystery shopping for the water sector and develop an approach for testing. * Test the mystery shopping approach on a specific issue or topic. * Assess the approach and make recommendations. This should include consideration of what worked well and areas for improvement. * Consider the diversity of customers and their needs throughout this. * If feasible, consider how the mystery shopping approach could be used to benchmark water companies and the water sector against the equivalent services provided across other sectors.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Contracts Finder |
| Latest notice | https://www.contractsfinder.service.gov.uk/Notice/0c332976-acb3-4c62-8df4-c7a8689987bb |
| Notice type | Award Notice |
| Procurement type | Standard |
| Procurement category | Services |
| Procurement method | Limited |
| Procurement method details | Competitive quotation (below threshold) |
| Tender suitability | SME |
| Awardee scale | SME |
| All stages | Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 18 Sep 2024 |
| Submission deadline | 1 Feb 2024 |
| Future notice date | Not specified |
| Award date | 7 Feb 2024 |
| Contract period | 14 Feb 2024 - 28 Mar 2024 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £20,000 |
| Lots value | Not specified |
| Awards value | £39,625 |
| 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 | O F W A T |
| 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 | TLC North East (England), TLD North West (England), TLF East Midlands (England), TLG West Midlands (England), TLH East (England), TLJ South East (England), TLK South West (England), TLL Wales |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 2 |
| Supplier names | SAVANTA GROUP; WALNUT |

## CPV Codes

### Divisions

- 73 - Research and development services and related consultancy services

### Codes

- 73000000 - Research and development services and related consultancy services

## Release History

- 18 Sep 2024 at 09:58 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/0c332976-acb3-4c62-8df4-c7a8689987bb

## Documents

- https://www.contractsfinder.service.gov.uk/Notice/0c332976-acb3-4c62-8df4-c7a8689987bb
  18th September 2024 - 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-de220f37-b84f-4762-a35c-d67bf5601939. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-de220f37-b84f-4762-a35c-d67bf5601939.json.