Published date: 22 January 2021

Closed opportunity - This means that the contract is currently closed. The buying department may be considering suppliers that have already applied, or no suitable offers were made.


Closing: 26 February 2021, 12pm

Contract summary

Industry

  • Water distribution and related services - 65100000

Location of contract

North East, North West, Yorkshire and the Humber, East Midlands, West Midlands, East of England, London, South East, South West, Wales

Value of contract

£1

Procurement reference

tender_263254/920208

Published date

22 January 2021

Closing date

26 February 2021

Closing time

12pm

Contract start date

15 March 2021

Contract end date

31 May 2021

Contract type

Service contract

Procedure type

Competitive quotation (below threshold)

The buyer selects a group of potential suppliers to invite to tender.

This procedure can be used for procurements below the relevant contract value threshold.

Contract is suitable for SMEs?

Yes

Contract is suitable for VCSEs?

Yes

Description

CCW wishes to appoint a market research agency to conduct two surveys and follow-up depth interviews
The research would comprise interviews with respondents from one of the first two surveys.

1. an online survey emailed out by water companies to customers who complained to them, and did not contact them again after the water company's response (Stage 1 complaints) or who did re-contact their company about their Stage 1 response and received a follow up reply from the company (Stage 2 response), but did not make further contact after that. We want to understand why customers, who say they were dissatisfied with the first or second responses to their complaint, did not escalate their complaint further to the company or come to CCW.

2. a telephone survey, to get a representative sample of water bill-payers in England and Wales, asking a handful of questions to find out if they feel they have had reason to complain to their water and sewerage company, but have not done so, and why this is

3. Depth interviews with a selection of respondents to the online survey who feel their complaint was not resolved by their water company's response, but who did not contact their company again to follow up.

More information

Links

Additional text

Documents are available via the Bravo Solutions e-tendering platform. URL given below. All bids and communications must be submitted through this portal.

About the buyer

Contact name

Consumer Council for Water

Address

1st Floor, Victoria Square House, 1 Victoria Square
Birmingham
B2 4AJ
England

Email

procurement@ccwater.org.uk

Website

https://www.ccwater.org.uk/