Official UK procurement notice
Customer Satisfaction Surveys · UK public procurement notice
Authority: NORTHERN GAS NETWORKS LIMITED (Public body)
What is being bought
Published requirement descriptionNo description was published on the notice. See the official documents.
CPV: Customer satisfaction survey
The lotProcurement structure
single lot · no lot value publishedLot #1As regulated companies, the GDNs are required to operate within a regulatory framework…
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
Procedure terms & legal framework
From the official record- Legal basis
- CELEX · 32014L0025 Utilities Contracts Regulations 2016 (Directive 2014/25/EU)
- Procurement category
- Services
- Notice status
- Awarded
- Procurement threshold
- Unspecified in notice
- Regulatory regime
- Standard
- Commercial structure
- Stand-alone contract (no framework)
- Competition type
- Competitive procedure
- GPA / WTO covered
- Unspecified in notice
- Recurring procurement
- Unspecified in notice
- First published
- 18 Jun 2025, 11:21 BST
- Last source update
- 18 Jun 2025, 11:21 BST
- FTS notice number
2025/S 000-033206- Classification (CPV)
- Delivery area
- Official registry OCID
ocds-h6vhtk-054ee4Find a Tender
Commercial outcome & contract awards
Published awards, contracts and bid statistics, not a forecast| Awarded to | Value | Date | Status |
|---|---|---|---|
| Explain Market Research LimitedSME | £475,003 † | — | Awarded |
Contracts
Contract 033206-2025-Agreement for the Provision of Customer Satisfaction Surveys-1 · Explain Market Research LimitedSME
- Signed
- 1 Apr 2021
- Value
- £475,003
- Status
- active
- Change 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. Modification 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)., 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.
Contracting authority & participating public bodies
Bidders & participating suppliers
1 commercial party on the notice- Explain Market Research LimitedAwarded supplier
Official documents & specifications
Official links; attachments are not copiedNo document links were published on the notice.