---
title: "Non-Household Customer Insight Survey"
ocid: "ocds-b5fd17-f82d02c0-aaec-4dd3-90ec-b02047c253a0"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-f82d02c0-aaec-4dd3-90ec-b02047c253a0"
markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-f82d02c0-aaec-4dd3-90ec-b02047c253a0.md"
json_url: "https://d3tenders.com/contract/ocds-b5fd17-f82d02c0-aaec-4dd3-90ec-b02047c253a0.json"
source: "Contracts Finder"
current_stage: "Award"
buyer: "WATER SERVICES REGULATION AUTHORITY (OFWAT)"
published: "2020-02-26"
---

# Non-Household Customer Insight Survey

Buyer: WATER SERVICES REGULATION AUTHORITY (OFWAT)  
Current stage: Award  
OCID: ocds-b5fd17-f82d02c0-aaec-4dd3-90ec-b02047c253a0

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## Summary

The procurement process relates to a contract titled "Non-Household Customer Insight Survey," conducted by the Water Services Regulation Authority (Ofwat) in the services industry. This contract was awarded to BMG Research Ltd, with a total value of £138,050 and encompasses delivery in both the West Midlands and London. The procurement method utilised was "selective," indicating a call-off from a framework agreement. The contract period commenced on 6th November 2019 and concludes on 14th April 2020. The final tender period ended on 7th October 2019.

This tender presents significant opportunities for businesses, particularly those specialising in market research, consultancy services, and qualitative analysis. Small to medium enterprises (SMEs) are encouraged to consider participation, as the insights gathered will contribute to future policy developments and evaluations of the business retail market, thereby enhancing operational efficiencies and customer satisfaction. Companies equipped to understand and analyse customer experiences within regulated markets would be especially well-suited to compete for similar opportunities in the future.

## Notice

The overall objective of the work is to help Ofwat build its understanding of the functioning of the water business retail market through gauging the experiences and views of eligible business customers and - through aspects of the qualitative work - brokers and third party intermediaries. The priorities, views and experiences of customers (including organisations working on their behalf) are essential in understanding whether, and how, the market is functioning effectively and delivering for customers. This evidence will also help us assess industry's progress in resolving previously identified 'market frictions'. The key objectives of this research are to better understand three key aspects by undertaking the following actions: 1. Monitoring the experiences and views of eligible business customers, including the extent to which they are aware of the market, have chosen to engage with the market, their needs and expectations have been met, and the reasons for these outcomes - and the trends in these views, by making comparisons to the 2017/18 and 2019 quantitative customer research. 2. Exploring in more depth the experiences of the small to medium enterprise (SME) group of eligible business customers, the outcomes experienced across this SME group and their perceptions of the business retail market. 3. Reviewing, and assessing the roles and views of brokers and third party intermediaries (TPIs) in the business retail market, including the extent to which they are involved, different business models in practice and how they interact with customers of varying size. In addition, their views about how well the market works for the customers they work on behalf of, and retailers in general and where and why it could work better. The research outputs will feed into two key areas: - Firstly, they will provide an evidence base for future policy development and delivery, helping Ofwat and other industry participants (e.g. the market operator (MOSL)) to judge where further action may be needed to enable the business retail market deliver improved outcomes for customers. Secondly, the results will form a key part of our third annual 'State of the Market' report, which will review the market for the year 2019/20. As such, the outputs of the customer research work must be clear, comprehensive and robust, and comparable with quantitative customer research results for 2017/18 and 2019. We think objectives 1 and 3 will be reached through quantitative research, with qualitative research to inform objectives 2 and 3. Accordingly, the results of the quantitative aspects of the research must be statistically robust and comprehensive enough for us to identify where the market is delivering or not delivering for customers, and the reasons why. The results of the qualitative aspects of the research should shed further light on perceptions of where and why the market is working well or if there are areas which need to work better. 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/9b347965-fec3-4b7b-b68d-f009fdfae5b5 |
| 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 | 26 Feb 2020 |
| Submission deadline | 7 Oct 2019 |
| Future notice date | Not specified |
| Award date | 5 Nov 2019 |
| Contract period | 6 Nov 2019 - 14 Apr 2020 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £138,050 |
| Lots value | Not specified |
| Awards value | £138,050 |
| 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 | BMG RESEARCH |

## CPV Codes

### Divisions

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

### Codes

- 79411000 - General management consultancy services

## Release History

- 26 Feb 2020 at 14:38 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/9b347965-fec3-4b7b-b68d-f009fdfae5b5

## Documents

- https://www.contractsfinder.service.gov.uk/Notice/9b347965-fec3-4b7b-b68d-f009fdfae5b5
  26th February 2020 - Awarded contract notice on Contracts Finder

## Provenance

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