--- title: "Voice of the Customer Platform" ocid: "ocds-h6vhtk-06ab5f" canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-06ab5f" markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-06ab5f.md" json_url: "https://d3tenders.com/contract/ocds-h6vhtk-06ab5f.json" source: "Find A Tender Service" current_stage: "Tender" buyer: "AFFINITY WATER LIMITED" published: "2026-06-03" --- # Voice of the Customer Platform Buyer: AFFINITY WATER LIMITED Current stage: Tender OCID: ocds-h6vhtk-06ab5f [View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-h6vhtk-06ab5f) [Download OCDS JSON](https://d3tenders.com/contract/ocds-h6vhtk-06ab5f.json) ## Summary Affinity Water Limited, a prominent private utility located in Hatfield, United Kingdom, is actively engaging in the procurement process to appoint a supplier for a "Voice of the Customer Platform". This initiative is aimed at enhancing customer experience by capturing customer feedback and generating valuable insights. The procurement falls under the industry category of "Customer survey services" and has a gross budget of £500,000. This tender is in the "active" stage, with a selective procurement method following a competitive flexible procedure. Interested businesses must register on Affinity Water's e-procurement portal "In-tend" and confirm their intention to participate via email by 9:00 am on 2nd July 2026. The process will be conducted electronically, with key timelines including an enquiry period ending on 19th June 2026 and an award period concluding by 30th September 2026. This tender presents a significant opportunity for businesses specialising in customer feedback management, survey services, and data analytics to partner with Affinity Water in improving customer interaction and satisfaction. Small and medium enterprises (SMEs) with expertise in developing configurable platforms featuring AI capabilities, data analysis, and automated ticketing systems are encouraged to compete, as the procurement process will consider both technical quality and commercial pricing. Engaging in this tender could lead to substantial business growth, with a contract potential lasting up to 8 years following an initial two-year agreement and the prospect of extensions. This opportunity is well-suited for businesses capable of providing innovative solutions that align with Affinity Water’s branding and customer-centric goals. ## Notice To appoint a supplier to carry out services to deliver the voice of the customer platform, the outputs of which contribute to our CMEX score. The platform needs the capability to create and send surveys with Affinity Water branding, provide corresponding dashboards and import/export data. The platform helps to place the voice of Affinity Water customers at the centre of our business through identifying the gaps in our current customer experiences, to then improve experiences and satisfaction going forward. The platform should include but is not limited to: * Bespoke surveys sent through email and text, in line with Affinity Water's brand guidelines, fonts and logo. * Ability to access, categorise and analyse data from surveys. * Ability to tailor surveys per process, journey, customer segment, water region etc. and send either instantly or with a delay functionality. * High-quality analysis on the surveys conducted through analytical tools to identify keywords, themes and trends. * Useable and configurable dashboards showing departments, processes, water regions, customer segments etc. * Ability to plug-in for data feeds to other platforms or manually load in data. * Automated ticketing system to prioritise unresolved or dissatisfied customers to 'close the loop'. * AI functionality to interrogate system and answer user specific questions, with quantification of results. * Ability to export through Secure File Transfer Protocol (SFTP). * Ability to access online training and training library. * Ability to capture the voice of our colleagues through feedback. ### Lot Information Lot 1 Renewal: Initial contract period 15th February 2027 - 14th February 2029 The contract will be awarded for an initial term of 2 years with the option to extend for up to six years with a maximum overall term of 8 years. ## Key Details | Field | Value | | --- | --- | | Publication source | Find A Tender Service | | Latest notice | https://www.find-tender.service.gov.uk/Notice/052118-2026 | | Notice type | UK4 - Tender Notice | | Procurement type | Standard | | Procurement category | Services | | Procurement method | Selective | | Procurement method details | Competitive flexible procedure | | Tender suitability | SME | | Awardee scale | Not specified | | All stages | Tender | ## Dates | Field | Value | | --- | --- | | Publication date | 3 Jun 2026 | | Submission deadline | 19 Jun 2026 | | Future notice date | Not specified | | Award date | Not specified | | Contract period | 15 Feb 2027 - 14 Feb 2029 | | Recurrence | Not specified | ## Values | Field | Value | | --- | --- | | Tender value | £417,000 | | Lots value | £417,000 | | 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 | AFFINITY WATER LIMITED | | Locality | HATFIELD | | Post town | St Albans | | Postcode | AL10 9EZ | | Country | England | | ITL 1 | TLH East (England) | | ITL 2 | TLH2 Bedfordshire and Hertfordshire | | ITL 3 | TLH26 North and East Hertfordshire | | Local authority | Welwyn Hatfield | | Electoral ward | Hatfield Villages | | Westminster constituency | Welwyn Hatfield | | Delivery location | TLH East (England), TLI London, TLJ South East (England) | ## CPV Codes ### Divisions - 79 - Business services: law, marketing, consulting, recruitment, printing and security ### Codes - 79342310 - Customer survey services ## Release History - 3 Jun 2026 at 08:04 - TenderUpdate - UK4 - Tender Notice - https://www.find-tender.service.gov.uk/Notice/052118-2026 - 2 Jun 2026 at 11:29 - Tender - UK4 - Tender Notice - https://www.find-tender.service.gov.uk/Notice/051849-2026 ## Documents - https://www.find-tender.service.gov.uk/Notice/052118-2026 3rd June 2026 - Tender notice on Find a Tender - https://www.find-tender.service.gov.uk/Notice/051849-2026 2nd June 2026 - Tender notice on Find a Tender ## Notice URLs - https://in-tendhost.co.uk/affinitywater - 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-06ab5f. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-06ab5f.json.