---
title: "Customer research on billing"
ocid: "ocds-b5fd17-f3d56057-1452-40ba-b2f7-845ce5d0ca22"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-f3d56057-1452-40ba-b2f7-845ce5d0ca22"
markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-f3d56057-1452-40ba-b2f7-845ce5d0ca22.md"
json_url: "https://d3tenders.com/contract/ocds-b5fd17-f3d56057-1452-40ba-b2f7-845ce5d0ca22.json"
source: "Contracts Finder"
current_stage: "Award"
buyer: "O F W A T"
published: "2024-10-29"
---

# Customer research on billing

Buyer: O F W A T  
Current stage: Award  
OCID: ocds-b5fd17-f3d56057-1452-40ba-b2f7-845ce5d0ca22

[View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-b5fd17-f3d56057-1452-40ba-b2f7-845ce5d0ca22)  
[Download OCDS JSON](https://d3tenders.com/contract/ocds-b5fd17-f3d56057-1452-40ba-b2f7-845ce5d0ca22.json)

## Summary

O F W A T, a prominent regulatory organisation, recently completed a procurement process for conducting customer research on billing. This project falls under the industry category of survey conduction services (CPV code 79311200) and covers regions including England and Wales in the United Kingdom. Following a selective procurement method through a call-off from a dynamic purchasing system, the contract was awarded on 3rd October 2024 for a value of £123,000. The procurement stage is the award stage, with the contract period starting on 4th October 2024 and ending on 30th September 2025. The tender period concluded on 19th September 2024.

This tender presents significant opportunities for small and medium-sized enterprises (SMEs) with expertise in market research and customer experience analysis. Businesses specialising in understanding customer behaviours, especially those with a focus on billing issues and complaint handling, would find this contract particularly advantageous. Participating in such high-profile projects can enhance a company’s portfolio, offering insights and practical recommendations to improve customer satisfaction and inform regulatory guidelines. The final award was made to Thinks Insight & Strategy, demonstrating that SMEs have strong prospects when targeting well-defined niches in the public sector.

## Notice

The broad aims of this research are to: - Understand more about the reasons for of billing contacts and complaints, and the customer journeys when engaging with companies about billing issues. - Capture the experiences of some of what might be classed as the 'worst served customers' in relation to billing and to understand the causes, factors and experiences that cause the most harm. - Consider the range of customer experience as they apply to: 1) different companies (this may include variations within companies as well as between companies) and organisations; 2) customers in different circumstances (for example, socio-demographics, vulnerable customers, customers struggling financially). - Identify any recommendations, learning or good practice in the handling of billing problems that can be used to inform Ofwat's licence condition guidance or wider work. Examples of learning or good practice may relate to communications, support, timing or other aspects of the customer journey and complaint handling.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Contracts Finder |
| Latest notice | https://www.contractsfinder.service.gov.uk/Notice/7dd29ea5-aa86-4293-91ca-15ddc8e36a1b |
| 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 | 29 Oct 2024 |
| Submission deadline | 19 Sep 2024 |
| Future notice date | Not specified |
| Award date | 2 Oct 2024 |
| Contract period | 3 Oct 2024 - 30 Sep 2025 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £123,000 |
| Lots value | Not specified |
| Awards value | £123,000 |
| 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 | 1 |
| Supplier names | THINKS INSIGHT & STRATEGY |

## CPV Codes

### Divisions

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

### Codes

- 79311200 - Survey conduction services

## Release History

- 29 Oct 2024 at 10:00 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/7dd29ea5-aa86-4293-91ca-15ddc8e36a1b

## Documents

- https://www.contractsfinder.service.gov.uk/Notice/7dd29ea5-aa86-4293-91ca-15ddc8e36a1b
  29th October 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-f3d56057-1452-40ba-b2f7-845ce5d0ca22. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-f3d56057-1452-40ba-b2f7-845ce5d0ca22.json.