--- title: "NW2426 Customer Feedback Platform" ocid: "ocds-h6vhtk-0387d7" canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-0387d7" markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-0387d7.md" json_url: "https://d3tenders.com/contract/ocds-h6vhtk-0387d7.json" source: "Find A Tender Service" current_stage: "Tender" buyer: "NORTHUMBRIAN WATER GROUP LIMITED" published: "2022-11-23" --- # NW2426 Customer Feedback Platform Buyer: NORTHUMBRIAN WATER GROUP LIMITED Current stage: Tender OCID: ocds-h6vhtk-0387d7 [View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-h6vhtk-0387d7) [Download OCDS JSON](https://d3tenders.com/contract/ocds-h6vhtk-0387d7.json) ## Summary The Northumbrian Water Group Limited has initiated a tender process for the NW2426 Customer Feedback Platform in the services category. The contract includes Northumbrian Water and Essex & Suffolk Water for a 3-year term starting from January 1, 2024. This procurement opportunity aims to implement a tool that allows proactive communication with customers via text and email, focusing on customer satisfaction and resolution. The deadline for expressions of interest is December 9, 2022, and the completed Pre-Qualification Questionnaire (PQQ) must be submitted by December 16, 2022 at 12 noon. This tender offers business growth opportunities for companies providing customer survey services and customer-care services. Businesses with expertise in text analytics, sentiment analysis, and customer feedback solutions are well-suited to compete. The procurement method is selective, and the contract duration may extend for an additional 2 years after the initial 3-year term. Suppliers must meet specific suitability, economic, and technical selection criteria. Northumbrian Water Group Limited is the buying organisation overseeing this procurement process located in Durham, United Kingdom. ## 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. This contract will cover both Northumbrian Water as well as Essex & Suffolk Water. This will be a 3-year contract with the option to extend for a further 2 years. Contract start date will be 1st January 2024. ### Lot Information Lot 1 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. NWL 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. NWL will determine the timing of the surveys. The surveys will cover North and South customers of NWL, Northumbrian Water and Essex and Suffolk Water. Options: After the initial 36 months, an optional 24 months extension will be available. ## Key Details | Field | Value | | --- | --- | | Publication source | Find A Tender Service | | Latest notice | https://www.find-tender.service.gov.uk/Notice/033291-2022 | | Notice type | Tender Notice | | Procurement type | Standard | | Procurement category | Services | | Procurement method | Selective | | Procurement method details | Negotiated procedure with prior call for competition | | Tender suitability | Not specified | | Awardee scale | Not specified | | All stages | Tender | ## Dates | Field | Value | | --- | --- | | Publication date | 23 Nov 2022 | | Submission deadline | 9 Dec 2022 | | Future notice date | Not specified | | 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 | Active | | Lots status | Active | | 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 - 23 Nov 2022 at 16:31 - Tender - Tender Notice - https://www.find-tender.service.gov.uk/Notice/033291-2022 ## Notice URLs - https://s1.ariba.com - 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-0387d7. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-0387d7.json.