---
title: "Customer Sentiment Tracking"
ocid: "ocds-h6vhtk-04e4ff"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-04e4ff"
markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-04e4ff.md"
json_url: "https://d3tenders.com/contract/ocds-h6vhtk-04e4ff.json"
source: "Find A Tender Service"
current_stage: "Award"
buyer: "ORDNANCE SURVEY LIMITED"
published: "2025-07-25"
---

# Customer Sentiment Tracking

Buyer: ORDNANCE SURVEY LIMITED  
Current stage: Award  
OCID: ocds-h6vhtk-04e4ff

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[Download OCDS JSON](https://d3tenders.com/contract/ocds-h6vhtk-04e4ff.json)

## Summary

Ordnance Survey Limited, Britain's mapping agency, recently completed the procurement process titled "Customer Sentiment Tracking," falling under the industry category of research services. This initiative, central to their strategic focus on improving customer experiences, was aimed at finding a supplier capable of providing advanced insights into the customer journey. The procurement process followed an open procedure and was covered by the GPA. The tendering stage ended on 21st March 2025, with the subsequent award of a contract valued at £625,850 to Kantar UK Limited, a large supplier based in London. The contract is set for an initial duration of three years, with potential extensions that could extend it up to five years.

This contract provides a significant business growth opportunity for firms specialising in research services, particularly those adept at innovating within customer engagement platforms. Companies equipped to handle large-scale data analytics and offer thought leadership in customer insight would be well-suited to this type of procurement. The awarded work involves leveraging survey software to capture and analyse approximately 60,000 responses annually, offering a platform for businesses to showcase their technological capabilities and strategic insights. The contractor is expected to support the Ordnance Survey with increasing customer engagement, indicating potential continuing opportunities for service enhancement and expansion.

## Notice

Ordnance Survey Ltd (OS) is Britain's mapping agency and is responsible for the surveying, production, maintenance and marketing of a wide range of geographic information, relied on by government, business and individuals. Further information on us can be found on our website http://www.os.uk. OS is a private limited company (company registration number 09121572), and the entire share capital is owned by the Department for Science, Innovation and Technology. To help drive customer experience improvements on the customer moments that matter most, OS is seeking an innovative and technologically advanced supplier capable of providing a platform that can generate actionable insights about important aspects of the customer journey/experience.OS currently have a programme of transactional and relational surveys designed to capture key customer contact points and to understand our performance against our customer commitments of Value, Ease, Reliability and Quality. OS are seeking a suppli

### Lot Information

Lot 1

Ordnance Survey Ltd (OS) is Britain's mapping agency and is responsible for the surveying, production, maintenance and marketing of a wide range of geographic information, relied on by government, business and individuals. Further information on us can be found on our website http://www.os.uk. To help drive customer experience improvements on the customer moments that matter most, OS is seeking an innovative and technologically advanced supplier capable of providing a platform that can generate actionable insights about important aspects of the customer journey/experience.OS currently have a programme of transactional and relational surveys designed to capture key customer contact points and to understand our performance against our customer commitments of Value, Ease, Reliability and Quality. OS are seeking a supplier that can provide continuity of tracking for existing surveys whilst also providing 'thought leadership' to help progress and develop our programme of insight and reinvigorate interest internally about acting on customer feedback.Survey responses to website surveys and email surveys have been declining over time and so the chosen supplier should help advise on how to increase and improve customer engagement with the programme.The full functionality of survey SaaS should be accessible to 4 members of the Customer team and approx. a further 26 OS employees will need some form of access the system to support contact list integration and to view dashboards and results. The survey software should be easy to use and allow for growth in the OS programme over time. Currently, over the course of a year OS will receive approx. 60,000 responses, and website/on-page surveys will create approx. 48 million page views. A new strategy was launched for Ordnance Survey's (OS) in 2024 focused on providing better data, growing to more destinations and operating with greater effectiveness. The term of the contract will be for an initial 3 years, with an optional 2 year extension.The OS Customer Insight Team are seeking a supplier who can work in partnership with them to help the business achieve its strategy. The partnership should seek to continuously improve the insight provided to the business, by measuring new customer journey touchpoints, deeper analysis or refining the techniques used to capture or report insights.

Options: The term of the contract will be for 3 years, with an option to extend the contract annually for 2 years. Therefore if all extensions were taken the full term of the contract would be for 5 years.

Renewal: The term of the contract will be for 3 years, with an option to extend the contract annually for 2 years. Therefore if all extensions were taken the full term of the contract would be for 5 years.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Find A Tender Service |
| Latest notice | https://www.find-tender.service.gov.uk/Notice/043089-2025 |
| Notice type | Tender Notice |
| Procurement type | Standard |
| Procurement category | Services |
| Procurement method | Open |
| Procurement method details | Open procedure |
| Tender suitability | Not specified |
| Awardee scale | Large |
| All stages | Tender, Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 25 Jul 2025 |
| Submission deadline | 21 Mar 2025 |
| Future notice date | Not specified |
| Award date | 24 Jul 2025 |
| Contract period | Not specified |
| Recurrence | Estimated timing for further notices to be published: 3-5 years |

## Values

| Field | Value |
| --- | --- |
| Tender value | £585,000 |
| Lots value | Not specified |
| Awards value | Not specified |
| Contracts value | £625,850 |

## Status

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

## Buyer

| Field | Value |
| --- | --- |
| Main buyer | ORDNANCE SURVEY LIMITED |
| Locality | SOUTHAMPTON |
| Post town | Southampton |
| Postcode | SO16 0AS |
| Country | England |
| ITL 1 | TLJ South East (England) |
| ITL 2 | TLJ3 Hampshire and Isle of Wight |
| ITL 3 | TLJ36 Central Hampshire |
| Local authority | Test Valley |
| Electoral ward | Chilworth, Nursling & Rownhams |
| Westminster constituency | Romsey and Southampton North |
| Delivery location | TLJ32 Southampton |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | KANTAR |

## CPV Codes

### Divisions

- 73 - Research and development services and related consultancy services

### Codes

- 73110000 - Research services

## Release History

- 25 Jul 2025 at 10:57 - Award - Award Notice - https://www.find-tender.service.gov.uk/Notice/043089-2025
- 20 Feb 2025 at 13:46 - Tender - Tender Notice - https://www.find-tender.service.gov.uk/Notice/006220-2025

## Notice URLs

- http://in-tendhost.co.uk/os
- http://www.os.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-04e4ff. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-04e4ff.json.