---
title: "Customer Service Surveys and Data Collection"
ocid: "ocds-h6vhtk-030ddf"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-030ddf"
markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-030ddf.md"
json_url: "https://d3tenders.com/contract/ocds-h6vhtk-030ddf.json"
source: "Find A Tender Service"
current_stage: "Award"
buyer: "NOTTING HILL GENESIS"
published: "2022-09-08"
---

# Customer Service Surveys and Data Collection

Buyer: NOTTING HILL GENESIS  
Current stage: Award  
OCID: ocds-h6vhtk-030ddf

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## Summary

The contracting process for the Customer Service Surveys and Data Collection tender has been completed by Notting Hill Genesis. This involves the procurement of a real-time, multi-channel customer feedback solution to understand resident feedback better. The tender has been awarded to Smoke Customer Intelligence Limited, with a contract value of £410,000 signed on 22nd July 2022. The location of the procurement is in London under the services main procurement category.

This tender by Notting Hill Genesis presents an opportunity for businesses in the survey services industry to provide customer feedback solutions. Companies specialising in survey design, conduction, and analysis services related to customer satisfaction surveys would be well-suited to compete. The procurement process, which has reached the award stage, aims to improve the overall service and response rate of Notting Hill Genesis by increasing survey responses and enhancing staff development through resident feedback.

## Notice

NHG collect feedback from our residents about their transactions and interactions with us. This is used to coach and develop staff, recover services for residents where something has gone wrong and to make improvements to the way we do things. To support this work NHG are procuring a real-time, multi-channel customer feedback solution to help us to really understand the voice of our residents. The solution will cover the collection, display, analysis and reporting of both positive and negative customer feedback, including the ability to recover the situation through alerts of issues or negative feedback and analyse verbatim comments.

### Lot Information

Lot 1

NHG collect feedback from our residents about their transactions and interactions with us. This is used to coach and develop staff, recover services for residents where something has gone wrong and to make improvements to the way we do things. To support this work NHG are procuring a real-time, multi-channel customer feedback solution to help us to really understand the voice of our residents. The solution will cover the collection, display, analysis and reporting of both positive and negative customer feedback, including the ability to recover the situation through alerts of issues or negative feedback and analyse verbatim comments. Currently NHG has a contract with a supplier who carry out transactional customer satisfaction surveys on our behalf. This feedback is collected via automated IVR calls and SMS with weblinks. This contract specifically provides insight into interactions with the Customer Service Centre and with local officers in housing and home ownership. The contract is due to expire in September 2022. NHG also contracts with another provider to carry our surveys related to repairs (responsive, gas and planned works). This feedback is collected via in person phone surveys. This is done on a rolling contract which currently expires at the end of March 2022. We want to increase the number of survey responses received, both overall and for individual staff members, and our overall response rate. NHG are going out to tender for this requirement to try and obtain a provider who can work with us to improve our response rate and ensure we are able to gather as much feedback from our residents as possible to allow NHG to improve our overall service. The contract will be for an initial 3 years with the possibility to extend for a further 12 + 12 months. The predicted cost of the service of PS550K is for the full 60 month duration of the contract, THIS IS NOT AN ANNUAL COST. Additional information: For further information on the procurement please see the tender documents.

Renewal: The initial contract will be for 36 months with the option to extend for another 12 + 12 months. The contract will be for 60 months in total. The cost of PS550K is the estimated cost for the full 60 months.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Find A Tender Service |
| Latest notice | https://www.find-tender.service.gov.uk/Notice/025222-2022 |
| Notice type | Tender Notice |
| Procurement type | Standard |
| Procurement category | Services |
| Procurement method | Open |
| Procurement method details | Open procedure |
| Tender suitability | Not specified |
| Awardee scale | SME |
| All stages | Tender, Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 8 Sep 2022 |
| Submission deadline | 21 Feb 2022 |
| Future notice date | Not specified |
| Award date | 21 Jul 2022 |
| Contract period | Not specified |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £550,000 |
| Lots value | £550,000 |
| Awards value | Not specified |
| Contracts value | £410,000 |

## Status

| Field | Value |
| --- | --- |
| Tender status | Complete |
| Lots status | Cancelled |
| Awards status | Active |
| Contracts status | Active |

## Buyer

| Field | Value |
| --- | --- |
| Main buyer | NOTTING HILL GENESIS |
| Locality | LONDON |
| Post town | North London |
| Postcode | N1 9FL |
| Country | England |
| ITL 1 | TLI London |
| ITL 2 | TLI4 Inner London - East |
| ITL 3 | TLI43 Haringey and Islington |
| Local authority | Islington |
| Electoral ward | Caledonian |
| Westminster constituency | Islington South and Finsbury |
| Delivery location | TLI London |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | SMOKE CUSTOMER INTELLIGENCE |

## CPV Codes

### Divisions

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

### Codes

- 79311000 - Survey services
- 79311100 - Survey design services
- 79311200 - Survey conduction services
- 79311300 - Survey analysis services
- 79342310 - Customer survey services
- 79342311 - Customer satisfaction survey

## Release History

- 8 Sep 2022 at 11:05 - Award - Award Notice - https://www.find-tender.service.gov.uk/Notice/025222-2022
- 8 Sep 2022 at 11:05 - Award - Award Notice - https://www.find-tender.service.gov.uk/Notice/025221-2022
- 21 Jan 2022 at 14:15 - Tender - Tender Notice - https://www.find-tender.service.gov.uk/Notice/001862-2022

## Notice URLs

- http://www.nhg.org.uk
- https://www.delta-esourcing.com/delta/viewNotice.html?noticeId=719690435
- https://www.delta-esourcing.com/tenders/UK-UK-London:-Survey-services./F5FWX577YN

## 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-h6vhtk-030ddf. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-030ddf.json.