--- title: "Customer Feedback Platform" ocid: "ocds-h6vhtk-035be3" canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-035be3" markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-035be3.md" json_url: "https://d3tenders.com/contract/ocds-h6vhtk-035be3.json" source: "Find A Tender Service" current_stage: "Planning" buyer: "NORTHUMBRIAN WATER GROUP LIMITED" published: "2022-08-15" --- # Customer Feedback Platform Buyer: NORTHUMBRIAN WATER GROUP LIMITED Current stage: Planning OCID: ocds-h6vhtk-035be3 [View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-h6vhtk-035be3) [Download OCDS JSON](https://d3tenders.com/contract/ocds-h6vhtk-035be3.json) ## Summary The buying organization, NORTHUMBRIAN WATER GROUP LIMITED, is planning a procurement process for a Customer Feedback Platform in the services category. The procurement stage is currently in the planning phase and the tender, titled "Customer Feedback Platform", is scheduled for submission by 2nd September 2022. The procurement process aims to enhance customer communication and satisfaction levels by proactively engaging with customers through text and email surveys. This tender by NORTHUMBRIAN WATER GROUP LIMITED presents an opportunity for businesses specializing in customer survey services and customer care to compete for supplying a platform tailored to provide real-time customer feedback and trend analysis functions. Companies interested in offering innovative solutions to enhance customer experience and operational efficiency in the water industry would be well-suited to participate in this procurement process. ## Notice Northumbrian Water requires a true "Voice of the Customer" and Customer Resolution tool with the capability to proactively communicate with customers via text and email. It should allow us to identify both good and bad customer journeys, providing praise and affirmation where appropriate and ensuring that our limited resource is appropriately directed where customers are telling us there are issues. Without this direct customer feedback, a huge amount of time and energy could be invested in looking to improve processes that may well be delivering effective services to our customers, whilst those that aren't are missed, as we assume they are working. The feedback provides information that is unhindered by any internal bias, be that conscious or unconscious, ensuring that appropriate data led decisions can be made. The solution should be tailored towards highlighting what we as a business operationally do well and point us towards the areas that we need to work on and improve highlighting customer pain points per customer journey per department and contact channel. The solution should be able to categorise key topics & themes by sentiment with the use of text analytics and sentiment engine based on a taxonomy that befits our industry. The surveys should be flexible and agile to be able to alter the wording when needed and the reporting should be easy to set up and use to create visually compelling insights to bring the customers experience to life. The dashboard should be intuitive and visually striking highlighting key themes and topics with league tables and other statistical gadgets. NWL are also looking for a proactive trend analysis function in the platform. SMS text or Email survey all current inbound customer contacts that are in scope (to be decided by NWL) will be provided to the supplier. NWG will exclude contacts they do not wish surveyed from the data provided. For example, contacts where the customer has indicated they want to opt out of surveys or are linked to a deceased customer. NWG will determine the timing of the surveys. The surveys will cover North and South customers of NWG, Northumbrian Water and Essex and Suffolk Water. NWL will be running discovery sessions with the first 4 applicants to this notice and these will be held 7 September 2022 with the team. ### Lot Information Lot 1 This PIN is issued to manage a pre-market engagement exercise. Northumbrian Water Ltd seeks to obtain feedback from the marketplace in relation to what is currently available within this market space before issuing a tender. The primary focus of this pre market engagement is to provide market intelligence and an insight into market trends, solution availability, as well as any perceived risks and opportunities. It is not itself a call for tender or a pre-qualification exercise. The information within this document has been generated solely for market engagement purposes and, depending on the information received from potential suppliers and/or manufacturers, may not reflect the information ultimately presented in any future calls to tender. NWL are looking to run some discovery sessions with the first 4 applicants. All responses will be treated confidentially. All responses will be carefully considered but will not bind Northumbrian Water Ltd to any approach to procurement, nor will responses be treated as conveying any promise or commitment on the part of the respondent. ## Key Details | Field | Value | | --- | --- | | Publication source | Find A Tender Service | | Latest notice | https://www.find-tender.service.gov.uk/Notice/022480-2022 | | Notice type | Planning Notice | | Procurement type | Standard | | Procurement category | Services | | Procurement method | Not Specified | | Procurement method details | Not specified | | Tender suitability | Not specified | | Awardee scale | Not specified | | All stages | Planning | ## Dates | Field | Value | | --- | --- | | Publication date | 15 Aug 2022 | | Submission deadline | 2 Sep 2022 | | Future notice date | 16 Oct 2022 | | Award date | Not specified | | Contract period | Not specified | | Recurrence | Not specified | ## Values | Field | Value | | --- | --- | | Tender value | Not specified | | Lots value | Not specified | | Awards value | Not specified | | Contracts value | Not specified | ## Status | Field | Value | | --- | --- | | Tender status | Planned | | Lots status | Planned | | Awards status | Not specified | | Contracts status | Not specified | ## Buyer | Field | Value | | --- | --- | | Main buyer | NORTHUMBRIAN WATER GROUP LIMITED | | Locality | DURHAM | | Post town | Durham | | Postcode | DH1 5FJ | | Country | England | | ITL 1 | TLC North East (England) | | ITL 2 | TLC4 Northumberland, Durham and Tyne & Wear | | ITL 3 | TLC41 Durham | | Local authority | County Durham | | Electoral ward | Framwellgate and Newton Hall | | Westminster constituency | City of Durham | | Delivery location | TLC North East (England), TLH14 Suffolk CC, TLH3 Essex | ## CPV Codes ### Divisions - 79 - Business services: law, marketing, consulting, recruitment, printing and security ### Codes - 79342310 - Customer survey services - 79342311 - Customer satisfaction survey - 79342320 - Customer-care services ## Release History - 15 Aug 2022 at 15:07 - Planning - Planning Notice - https://www.find-tender.service.gov.uk/Notice/022480-2022 ## Notice URLs - https://www.nwl.co.uk/ ## 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-035be3. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-035be3.json.