--- title: "Provision of Market Research Services" ocid: "ocds-h6vhtk-03ed71" canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-03ed71" markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-03ed71.md" json_url: "https://d3tenders.com/contract/ocds-h6vhtk-03ed71.json" source: "Find A Tender Service" current_stage: "Tender" buyer: "NORTHUMBRIAN WATER GROUP LIMITED" published: "2023-08-07" --- # Provision of Market Research Services Buyer: NORTHUMBRIAN WATER GROUP LIMITED Current stage: Tender OCID: ocds-h6vhtk-03ed71 [View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-h6vhtk-03ed71) [Download OCDS JSON](https://d3tenders.com/contract/ocds-h6vhtk-03ed71.json) ## Summary The Northumbrian Water Group Limited has initiated a tender process for the provision of Market Research Services. This tender falls under the services category and aims to gather insights to enhance customer understanding and support key projects. The contract, with an annual spend of approximately £71,000 to £80,000, will run for an initial three-year period starting on 1st April 2024. Expressions of interest should be submitted by email to expressions@nwl.co.uk before the deadline of 22nd August at 16:00, with completed PQQs due by 4th September 2023 at 12 noon. This procurement presents an opportunity for businesses specialising in market research services to engage with Northumbrian Water Group Limited. Companies capable of conducting various types of research tracking programmes across NWG's operational areas in the North East of England, Essex, and Suffolk will find this tender suitable. The procurement method is selective, utilising a negotiated procedure with prior call for competition, and bids must be submitted electronically. The contract duration is set at 36 months, with an option for a further 24-month extension period, offering long-term growth possibilities for successful bidders. ## Notice NWG relies on market research to establish a better understanding of its household and commercial customers that includes forecasting social marketing attitude, behavioural change trends and customer satisfaction. NWGs Corporate Affairs team also depends on research to inform and evaluate its key projects that will support NWG to achieve its ambition of being the national leader in water and wastewater services. Annual spend is in the region of PS71,000 to PS80,000 per year The contract will be for a three-year contract with the option to extend for a further two years The contract will start on 1st April 2024 ### Lot Information Lot 1 NWG relies on market research to establish a better understanding of its household and commercial customers that includes forecasting social marketing attitude, behavioural change trends and customer satisfaction. NWGs Corporate Affairs team also depends on research to inform and evaluate its key projects that will support NWG to achieve its ambition of being the national leader in water and wastewater services. A number of research tracking programmes have been established over a period of time that enables the collection of key data such as customer satisfaction and campaign/message recall. These tracking programmes are: * Household customers (internally known as 'domestic tracking') - this research programme is carried out quarterly by telephone to a representative sample of customers in NWGs three operating areas (North East of England, Essex and Suffolk). This programme tracks satisfaction with all aspects of the services provided by NWG including NPS, brand values and communication/marketing activity. * Transactional NPS - this research programme is carried out quarterly by telephone to customers who have made contact in a single week. This programme tracks NPS and customer satisfaction and will form part of the calculation for NWGs NPS score along with the result from the domestic tracking programme. * Omnibus survey that includes questions for the external facing Corporate Affairs projects - prior to Covid-19 this programme was face to face contact, but is now done online, and currently takes place once a year * Key stakeholders - this research is carried out quarterly by telephone to NWGs key stakeholders in its three operating areas. This helps track satisfaction with services and the relationship NWG has with each individual/organisation. A trust score from this research is shared on the company's business scorecard. * Priority services - this research is carried out quarterly by telephone to customers registered for NWGs financial and non-financial priority services in its three operating areas. This helps track satisfaction with the additional support services provided and how they can be improved. An overall satisfaction score from this research is a key measure for the company, in particular the inclusivity team In addition to the above tracking programmes, other bespoke research programmes may be requested on an ad-hoc basis for gathering data for the following key projects. The successful research provider will be required to undertake traditional research methods as well as introducing new innovative ways to collect data to inform key projects and the tracking research programmes. The supplier should also have, or access to, a call centre provision. Tenders must take into account NWGs locations in terms of the North East of England, Essex and Suffolk when pricing and answering all quality questions. Options: The contract will be for 36 months with a further 24 month extension period ## Key Details | Field | Value | | --- | --- | | Publication source | Find A Tender Service | | Latest notice | https://www.find-tender.service.gov.uk/Notice/022874-2023 | | 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 | 7 Aug 2023 | | Submission deadline | 22 Aug 2023 | | 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 - 79310000 - Market research services ## Release History - 7 Aug 2023 at 09:09 - Tender - Tender Notice - https://www.find-tender.service.gov.uk/Notice/022874-2023 ## 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-03ed71. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-03ed71.json.