---
title: "T118 - Voice of the Customer"
ocid: "ocds-h6vhtk-05293a"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-05293a"
markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-05293a.md"
json_url: "https://d3tenders.com/contract/ocds-h6vhtk-05293a.json"
source: "Find A Tender Service"
current_stage: "Tender"
buyer: "NI WATER"
published: "2025-05-29"
---

# T118 - Voice of the Customer

Buyer: NI WATER  
Current stage: Tender  
OCID: ocds-h6vhtk-05293a

[View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-h6vhtk-05293a)  
[Download OCDS JSON](https://d3tenders.com/contract/ocds-h6vhtk-05293a.json)

## Summary

NI Water, classified as a public authority under sub-central government jurisdiction and subject to Northern Irish devolved regulations, is actively seeking bids for their procurement titled "T118 - Voice of the Customer." This tender aims to implement a comprehensive solution to gauge customer satisfaction by collecting real-time feedback and presenting it through dashboards. The contract is located in Belfast, United Kingdom, and pertains to IT services within consulting, software development, Internet outreach, and support. The procurement stage is currently active in the tender phase, with an open competition procurement method identified as below threshold. Interested parties should note the submission deadline set for 12th June 2025, with the contract expected to commence on 19th June 2025 and potentially extend to 2031, allowing for four 12-month extensions.

This tender presents substantial opportunities for businesses specializing in IT services, particularly those with expertise in software development, Internet applications, and support systems. Companies capable of delivering advanced sentiment analysis and data management solutions will find this opportunity promising for growth and establishing long-term relations with a key public entity. Well-suited contenders are those who can guarantee a reliable, around-the-clock, managed service platform and possess the ability to analyze complex data to enhance organisational performance. The engagement is valued at £175,200 and includes a strong emphasis on technical and financial award criteria, making it an ideal opportunity for businesses with robust technological capabilities.

## Notice

NI Water is seeking a solution that will survey our customer satisfaction by gathering customer feedback in real time and displaying this on clear dashboards. In addition, the solution will use key metrics such as sentiment analysis to give insightful, comparable results. Furthermore, the solution will analyse the collected data, have an ability to filter different functions/employees to help find root causes and specify areas of strength and weakness. This service is to be available on a hosted, managed service basis, 24 hours a day, 7 days per week, 365 days a year. See Specification for more details.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Find A Tender Service |
| Latest notice | https://www.find-tender.service.gov.uk/Notice/028615-2025 |
| Notice type | UK4 - Tender Notice |
| Procurement type | Standard |
| Procurement category | Services |
| Procurement method | Open |
| Procurement method details | Below threshold - open competition |
| Tender suitability | Not specified |
| Awardee scale | Not specified |
| All stages | Tender |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 29 May 2025 |
| Submission deadline | 12 Jun 2025 |
| Future notice date | Not specified |
| Award date | Not specified |
| Contract period | 18 Jun 2025 - 18 Jun 2027 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £175,200 |
| Lots value | £175,200 |
| 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 | NI WATER |
| Locality | BELFAST |
| Post town | Northern Ireland |
| Postcode | BT14 6TE |
| Country | Northern Ireland |
| ITL 1 | TLN Northern Ireland |
| ITL 2 | TLN0 Northern Ireland |
| ITL 3 | TLN06 Belfast |
| Local authority | Belfast |
| Electoral ward | Chichester Park |
| Westminster constituency | Belfast North |
| Delivery location | Not specified |

## CPV Codes

### Divisions

- 72 - IT services: consulting, software development, Internet and support

### Codes

- 72000000 - IT services: consulting, software development, Internet and support

## Release History

- 29 May 2025 at 16:42 - Tender - UK4 - Tender Notice - https://www.find-tender.service.gov.uk/Notice/028615-2025

## Documents

- https://www.find-tender.service.gov.uk/Notice/028615-2025
  29th May 2025 - Tender notice on Find a Tender

## Notice URLs

- https://etendersni.gov.uk
- https://www.legislation.gov.uk/ukpga/2023/54/contents

## 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-05293a. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-05293a.json.