Customer Satisfaction Surveys

{
  "id": "033206-2025",
  "tag": [
    "awardUpdate",
    "contractUpdate"
  ],
  "date": "2025-06-18T11:21:53+01:00",
  "ocid": "ocds-h6vhtk-054ee4",
  "buyer": {
    "id": "GB-COH-NORTHERN GAS NETWORKS LIMITED",
    "name": "NORTHERN GAS NETWORKS LIMITED"
  },
  "links": [
    {
      "rel": "prev",
      "href": "https://ted.europa.eu/udl?uri=TED:NOTICE:521277-2019:TEXT:EN:HTML"
    }
  ],
  "awards": [
    {
      "id": "033206-2025-Agreement for the Provision of Customer Satisfaction Surveys-1",
      "status": "active",
      "suppliers": [
        {
          "id": "GB-COH-Explain Market Research Limited",
          "name": "Explain Market Research Limited"
        }
      ],
      "relatedLots": [
        "1"
      ]
    }
  ],
  "tender": {
    "id": "ocds-h6vhtk-054ee4",
    "lots": [
      {
        "id": "1",
        "description": "As regulated companies, the GDNs are required to operate within a regulatory framework which is managed \nthrough a contract between us and Ofgem for the delivery of our obligations. The GDNs were incentivised to \ndeliver 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 \ncustomers across Connection Services, Mains Replacement and Emergency Response and Repair.\nOfgem has outlined how customer satisfaction should be measured in their Regulatory Instructions and \nGuidance (RIGS) document. The GDNs have a contractual obligation to follow these strict guidelines, and a \nresponsibility of the contractor is to support meeting these requirements.\nAll requirements apply across each company's various network areas and are as follows:\n• Ofgem RIGS only surveying for the below customer processes:\n\n- Planned Work\n- Connection Services\n• Additional non RIGS surveying to boost feedback volumes across the same 3 customer processes\nSurvey methods:\n• Postal / Telephone interview / Email providing link to online survey",
        "contractPeriod": {
          "durationInDays": 1800
        }
      }
    ],
    "items": [
      {
        "id": "1",
        "relatedLot": "1",
        "deliveryAddresses": [
          {
            "region": "UK"
          }
        ]
      }
    ],
    "title": "Customer Satisfaction Surveys",
    "legalBasis": {
      "id": "32014L0025",
      "scheme": "CELEX"
    },
    "classification": {
      "id": "79342311",
      "scheme": "CPV",
      "description": "Customer satisfaction survey"
    },
    "mainProcurementCategory": "services"
  },
  "parties": [
    {
      "id": "GB-COH-NORTHERN GAS NETWORKS LIMITED",
      "name": "NORTHERN GAS NETWORKS LIMITED",
      "roles": [
        "buyer"
      ],
      "address": {
        "region": "UKE42",
        "locality": "Colton Leeds",
        "postalCode": "LS158TU",
        "countryName": "United Kingdom",
        "streetAddress": "1100 Century Way"
      },
      "details": {
        "url": "http://www.northerngasnetworks.co.uk"
      },
      "identifier": {
        "id": "NORTHERN GAS NETWORKS LIMITED",
        "scheme": "GB-COH",
        "legalName": "NORTHERN GAS NETWORKS LIMITED"
      },
      "contactPoint": {
        "name": "Danielle Mangham",
        "email": "dmangham@northerngas.co.uk"
      }
    },
    {
      "id": "GB-COH-Explain Market Research Limited",
      "name": "Explain Market Research Limited",
      "roles": [
        "supplier"
      ],
      "address": {
        "region": "UKC2",
        "locality": "Newcastle upon Tyne",
        "postalCode": "NE1 4PG",
        "countryName": "United Kingdom"
      },
      "details": {
        "scale": "large"
      },
      "identifier": {
        "id": "Explain Market Research Limited",
        "scheme": "GB-COH",
        "legalName": "Explain Market Research Limited"
      }
    },
    {
      "id": "GB-FTS-15057",
      "name": "Northern Gas Networks Limited",
      "roles": [
        "reviewBody"
      ],
      "address": {
        "locality": "Leeds",
        "countryName": "United Kingdom"
      },
      "identifier": {
        "legalName": "Northern Gas Networks Limited"
      }
    }
  ],
  "language": "en",
  "contracts": [
    {
      "id": "033206-2025-Agreement for the Provision of Customer Satisfaction Surveys-1",
      "items": [
        {
          "id": "1",
          "relatedLot": "1",
          "classification": {
            "id": "79342311",
            "scheme": "CPV",
            "description": "Customer satisfaction survey"
          },
          "deliveryAddresses": [
            {
              "region": "UK"
            }
          ]
        }
      ],
      "value": {
        "amount": 475003,
        "currency": "GBP"
      },
      "period": {
        "durationInDays": 1800
      },
      "status": "active",
      "awardID": "033206-2025-Agreement for the Provision of Customer Satisfaction Surveys-1",
      "amendments": [
        {
          "id": "1",
          "rationale": "Need for additional works, services or supplies by the original contractor/concessionaire: An above threshold tender was completed and awarded back in 2021, A modification notice has been issued due to the cost increase of postal costs which have been applied and additional postal surveys. A new joint above threshold tender event is currently being started with all GDN's for this service.",
          "description": "The main scope of the contract remains the same, including: Ofgem RIGs surveys for Emergency Response & Repair, Planned Work, Connections Services and additional Non Rigs surveys to boost feedback volumes across 3 customer processes. Survey methods: Postal, Telephone interview, Email link to online survey. \nModification  details - Increased costs for 25/26 linked to increased postal costs which have been applied each year and additional postal surveys for ERR work where no contact telephone number is available (introduced at end of Y2 of contract)."
        }
      ],
      "dateSigned": "2021-04-01T00:00:00+01:00"
    }
  ],
  "initiationType": "tender"
}