---
title: "Customer Surveys"
ocid: "ocds-h6vhtk-0425e7"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-0425e7"
markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-0425e7.md"
json_url: "https://d3tenders.com/contract/ocds-h6vhtk-0425e7.json"
source: "Find A Tender Service"
current_stage: "Award"
buyer: "THE GUINNESS PARTNERSHIP LTD"
published: "2024-03-06"
---

# Customer Surveys

Buyer: THE GUINNESS PARTNERSHIP LTD  
Current stage: Award  
OCID: ocds-h6vhtk-0425e7

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## Summary

The Guinness Partnership Limited is conducting a procurement process to appoint a provider for customer surveys. The contract, worth GBP 723,000, is for a period of three years with a possible extension. The surveys will cover various aspects of customer satisfaction and service quality. The buying organisation is based in Oldham, UK, and the procurement stage is currently active. The main industry category is services, and the procurement method is an open procedure.

This tender for customer surveys by The Guinness Partnership offers business growth opportunities for service providers specializing in survey services and customer feedback analysis. Businesses with expertise in conducting surveys, reporting results in real-time, and demonstrating strong understanding of key performance indicators for customer satisfaction would be well-suited to compete. The contract value and duration provide a stable revenue stream for the successful supplier, fostering potential for long-term collaboration and business expansion.

## Notice

The Guinness Partnership Limited (Guinness) is one of the largest providers of affordable housing and care services in England. We build and manage homes and provide housing services for around 140,000 customers. Guinness are conducting a procurement process to appoint a provider to conduct customer surveys on our behalf. The contract will be for a period of three years with an option to extend for a further two years subject to performance and value for money. The surveys will include circa 700 transactional surveys to be conducted by email on a daily or weekly basis and circa 700 surveys in accordance with the Tenant Satisfaction Measures (TSMs) set by the Regulator and a smaller number of other surveys covering general perceptions of Guinness. These are to be conducted by telephone. The surveys play an important role in helping us measure our effectiveness in delivering quality customer service and high customer satisfaction levels. They help us to identify the areas for improvement and shape our strategy to evolve and strengthen our service model.

### Lot Information

Lot 1

The Tenant Satisfaction Measures are required by the Regulator and it is essential that these are completed on time, to the required volumes, and among a representative sample of customers. Suppliers will be expected to demonstrate their understanding of these measures. Our surveys provide our main company Key Performance Indicator for satisfaction, and we undertake more surveys than required by the Regulator to ensure we have a reasonably robust sample size for regional analysis. We run transactional surveys following the completion of certain tasks with the customer (for example, a completed repair, Customer Support case, accounts case, etc.) The purpose of these is less about measurement and more about quickly identifying cases where the customer still thinks the matter is unresolved. The provider will be expected to have a portal to report the results of the surveys in real time. Full details of the required functionality can be found in the Procurement Documents.

Options: The initial term is for three years. Subject to performance and vale for money, the contract may be extended by two further periods of 12 months.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Find A Tender Service |
| Latest notice | https://www.find-tender.service.gov.uk/Notice/007210-2024 |
| 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 | 6 Mar 2024 |
| Submission deadline | 26 Jan 2024 |
| Future notice date | Not specified |
| Award date | 27 Feb 2024 |
| Contract period | Not specified |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | Not specified |
| Lots value | Not specified |
| Awards value | Not specified |
| Contracts value | £723,000 |

## Status

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

## Buyer

| Field | Value |
| --- | --- |
| Main buyer | THE GUINNESS PARTNERSHIP LTD |
| Locality | OLDHAM |
| Post town | Oldham |
| Postcode | OL9 7LH |
| Country | England |
| ITL 1 | TLD North West (England) |
| ITL 2 | TLD3 Greater Manchester |
| ITL 3 | TLD37 Greater Manchester North East |
| Local authority | Oldham |
| Electoral ward | Failsworth East |
| Westminster constituency | Manchester Central |
| Delivery location | TLC North East (England), TLD North West (England), TLE Yorkshire and The Humber, TLF East Midlands (England), TLG West Midlands (England), TLH East (England), TLI London, TLJ South East (England), TLK South West (England) |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | THE LEADERSHIP FACTOR |

## CPV Codes

### Divisions

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

### Codes

- 79311000 - Survey services

## Release History

- 6 Mar 2024 at 14:34 - Award - Award Notice - https://www.find-tender.service.gov.uk/Notice/007210-2024
- 15 Dec 2023 at 10:42 - Tender - Tender Notice - https://www.find-tender.service.gov.uk/Notice/036908-2023

## Notice URLs

- http://www.guinnesspartnership.com/
- https://procontract.due-north.com/Advert/Index?advertId=353385fd-2773-ee11-8124-005056b64545

## 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-0425e7. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-0425e7.json.