---
title: "Customer Satisfaction Surveys"
ocid: "ocds-h6vhtk-054ee4"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-054ee4"
markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-054ee4.md"
json_url: "https://d3tenders.com/contract/ocds-h6vhtk-054ee4.json"
source: "Find A Tender Service"
current_stage: "Award"
buyer: "NORTHERN GAS NETWORKS LIMITED"
published: "2025-06-18"
---

# Customer Satisfaction Surveys

Buyer: NORTHERN GAS NETWORKS LIMITED  
Current stage: Award  
OCID: ocds-h6vhtk-054ee4

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## Summary

The procurement process for 'Customer Satisfaction Surveys' is led by Northern Gas Networks Limited, located in Colton, Leeds, United Kingdom. This initiative falls under the services category and is essential for evaluating customer satisfaction as part of a regulatory framework monitored by Ofgem. The procurement has reached the award update stage, focussing on services across the UK. The contract, awarded to Explain Market Research Limited, was signed on 1st April 2021 and has a duration of 1800 days, reflecting ongoing commitments until approximately mid-2026. This tender was initiated following regulatory guidelines by Ofgem, incorporating various surveying methodologies such as postal, telephone interviews, and online participation to gather feedback on planned work and emergency responses.

This procurement opportunity is pivotal for businesses specialising in market research, particularly those with the capacity to manage large-scale survey operations across different communication channels. Businesses equipped with robust postal, digital, and telephonic surveying capabilities are well-suited to compete in this arena. Moreover, involvement in such projects can bolster a company's profile through association with meeting stringent regulatory requirements set by Ofgem. Companies ready to handle additional costs linked to postal services stand to benefit from the potential increase in demand for expanded surveying volumes, thus supporting their growth in a highly regulated industry.

### Lot Information

Lot 1

As regulated companies, the GDNs are required to operate within a regulatory framework which is managed through a contract between us and Ofgem for the delivery of our obligations. The GDNs were incentivised to deliver excellent customer service, and there are penalties if performance is below target. Customer satisfaction is measured through compiling the results of a postal survey that is sent out to a selection of impacted customers across Connection Services, Mains Replacement and Emergency Response and Repair. Ofgem has outlined how customer satisfaction should be measured in their Regulatory Instructions and Guidance (RIGS) document. The GDNs have a contractual obligation to follow these strict guidelines, and a responsibility of the contractor is to support meeting these requirements. All requirements apply across each company's various network areas and are as follows: * Ofgem RIGS only surveying for the below customer processes: - Planned Work - Connection Services * Additional non RIGS surveying to boost feedback volumes across the same 3 customer processes Survey methods: * Postal / Telephone interview / Email providing link to online survey

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Find A Tender Service |
| Latest notice | https://www.find-tender.service.gov.uk/Notice/033206-2025 |
| Notice type | Award Notice |
| Procurement type | Standard |
| Procurement category | Services |
| Procurement method | Not Specified |
| Procurement method details | Not specified |
| Tender suitability | Not specified |
| Awardee scale | Large |
| All stages | Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 18 Jun 2025 |
| Submission deadline | Not specified |
| Future notice date | Not specified |
| Award date | 31 Mar 2021 |
| Contract period | Not specified |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | Not specified |
| Lots value | Not specified |
| Awards value | Not specified |
| Contracts value | £475,003 |

## Status

| Field | Value |
| --- | --- |
| Tender status | Not specified |
| Lots status | Not specified |
| Awards status | Active |
| Contracts status | Active |

## Buyer

| Field | Value |
| --- | --- |
| Main buyer | NORTHERN GAS NETWORKS LIMITED |
| Locality | COLTON LEEDS |
| Post town | Leeds |
| Postcode | LS15 8TU |
| Country | England |
| ITL 1 | TLE Yorkshire and The Humber |
| ITL 2 | TLE4 West Yorkshire |
| ITL 3 | TLE42 Leeds |
| Local authority | Leeds |
| Electoral ward | Garforth & Swillington |
| Westminster constituency | Leeds East |
| Delivery location | Not specified |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | EXPLAIN MARKET RESEARCH |

## CPV Codes

### Divisions

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

### Codes

- 79342311 - Customer satisfaction survey

## Release History

- 18 Jun 2025 at 10:21 - AwardUpdate - Award Notice - https://www.find-tender.service.gov.uk/Notice/033206-2025

## Notice URLs

- http://www.northerngasnetworks.co.uk
- https://ted.europa.eu/udl?uri=TED:NOTICE:521277-2019:TEXT:EN:HTML

## 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-054ee4. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-054ee4.json.