---
title: "Non-Household Customer Insight Survey"
ocid: "ocds-b5fd17-f7831463-c783-4e4a-a000-9778005ea46d"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-f7831463-c783-4e4a-a000-9778005ea46d"
markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-f7831463-c783-4e4a-a000-9778005ea46d.md"
json_url: "https://d3tenders.com/contract/ocds-b5fd17-f7831463-c783-4e4a-a000-9778005ea46d.json"
source: "Contracts Finder"
current_stage: "Award"
buyer: "WATER SERVICES REGULATION AUTHORITY"
published: "2017-10-19"
---

# Non-Household Customer Insight Survey

Buyer: WATER SERVICES REGULATION AUTHORITY  
Current stage: Award  
OCID: ocds-b5fd17-f7831463-c783-4e4a-a000-9778005ea46d

[View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-b5fd17-f7831463-c783-4e4a-a000-9778005ea46d)  
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## Summary

The WATER SERVICES REGULATION AUTHORITY is seeking suppliers for the "Non-Household Customer Insight Survey" as part of a procurement process in the market research services industry. Located in the United Kingdom, this procurement is currently in the award stage, having been published on 19th October 2017, with the tender period concluding on 12th June 2017. The contract period is scheduled to begin on 29th June 2017 and run until 31st March 2018. The procurement method employed is a selective process, utilising a call-off from a framework agreement.

This tender presents significant opportunities for businesses specialising in market research, particularly those experienced in customer surveys and analysis. Companies that focus on services like computer-assisted telephone interviewing (CATI) would be particularly well-suited to compete for this contract. Given the scope of the survey and the expected number of interviews, there is potential for growth for small and medium-sized enterprises (SMEs) looking to enhance their portfolio and engage with the expanding water services industry.

## Notice

From 1 April 2017, about 1.2 million eligible non-household customers (businesses, charities and public sector) whose business is wholly or mainly in England have been able to choose who supplies their water and wastewater (also known as 'sewerage') retail services. Retail services include things like water meter reading and customer services. There are over 20 active retailers in the market, and nearly 20,000 switches have already taken place. Details on retailers can be found here. Details on wholesalers can be found here. The new market is one of the largest retail water markets in the world, delivering an estimated PS200 million of overall benefits to customers and the UK economy. Being able to switch water and wastewater retailer means that business customers are able to negotiate the best package that suits their needs. Or by successfully applying for a licence, business customers can also choose to supply themselves with retail services. We expect that the most effective way to carry out the survey will be through CATI (computer assisted telephone interviewing) but we are open to exploring different solutions if they will achieve our aims whilst securing best value for money. We also want to explore with the Supplier the most appropriate way to secure meaningful results, where practical, against the customer segments that we are interested in and look to the Supplier to advise on suitable sample sizes, both overall and for individual segments. For the purposes of responding to this tender, suppliers should quote on the basis of 2,000 interviews per wave. We intend to carry out two waves of surveying. The first should take place as early as possible (ideally early-mid July 2017 before the onset of the main summer holidays), so that we can get an initial sense of customers' views and establish a baseline, with the second taking place later in the year, around January 2018, so that we can get both a picture of customers' experiences in the first year of market opening and some sense of trends over time.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Contracts Finder |
| Latest notice | https://www.contractsfinder.service.gov.uk/Notice/614d3f14-ae23-4d37-abd3-4d427c638d2e |
| 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 | Large |
| All stages | Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 19 Oct 2017 |
| Submission deadline | 12 Jun 2017 |
| Future notice date | Not specified |
| Award date | 27 Jun 2017 |
| Contract period | 28 Jun 2017 - 31 Mar 2018 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | Not specified |
| Lots value | Not specified |
| Awards value | £79,053 |
| 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 |
| 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

- 79310000 - Market research services

## Release History

- 19 Oct 2017 at 17:02 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/614d3f14-ae23-4d37-abd3-4d427c638d2e

## Documents

- https://www.contractsfinder.service.gov.uk/Notice/614d3f14-ae23-4d37-abd3-4d427c638d2e
  19th October 2017 - Awarded contract notice on Contracts Finder
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/ab9fde3a-1fae-46d3-8886-d6592089b8b7
  Contract

## 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-f7831463-c783-4e4a-a000-9778005ea46d. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-f7831463-c783-4e4a-a000-9778005ea46d.json.