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Official procurement procedure

Customer Service Surveys and Data Collection

Customer satisfaction survey
Customer survey services
Survey analysis services
+3 more
London (UKI)
Published value
Not published
Submission deadline Not published
Lots published1
Procurement Executive Summary
AI & Search Synopsis
Generated from official OCDS record
Tenderline Synopsis: Notting Hill Genesis: "Customer Service Surveys and Data Collection". Published status: complete. Published value: Value not published. 1 published lot. Submission deadline not published. See the official notice for participation instructions.
Contracting AuthorityNotting Hill GenesisScope & CategoriesNot publishedSubmission Window
complete
No deadline published
Submission GatewayDirect notice routeLegal Basis & RegimeStandard procurementEstimated Value (exc. VAT)Not published
Bidder Intelligence · Authority Profile: Notting Hill Genesis
Market Analytics
View Authority Profile →
Derived from OCDS awards & bid statistics
Published history for Notting Hill Genesis. These figures describe retained records, not a forecast of bids or a measure of buyer bias.
Published-to-award variance
Not availableInsufficient comparable data
Requires at least 5 comparable procedures
Competition Density
6.6Bids / Report
0% of reports have one bid
Supplier ConcentrationNo estimate
Insufficient attributable awardsNo concentration estimate available
Payment Terms
Check noticePublished terms
Payment obligations depend on the applicable regime and contract. Consult the official documents.
Coverage: 5 active published awards; 5 bid reports (which may be per lot). Supplier values exclude multi-supplier awards, frameworks and DPS, and use GBP only. They are published award values, not payments. Published-to-award variance compares single-lot, single-award, single-supplier GBP procedures with explicitly non-framework/non-DPS status; increases remain in the average. Unpublished data stays unknown. Awarded suppliers are winners, not all bidders.
Procedure terms
Contracting AuthorityNotting Hill Genesis
Procedure methodNot published
Procurement categoryNot published
Statuscomplete
Framework / DPSNot published
CompetitionNot published
Above thresholdNot published
Legal basisNot published
Tender period startsNot published
Clarification deadlineNot published
Electronic submissionNot published
Submission languagesNot published
Published8 Sept 2022, 12:05 BST
Last source update8 Sept 2022, 12:05 BST
Recurring procurementNot published
ClassificationCustomer satisfaction survey, Customer survey services, Survey analysis services, Survey conduction services, Survey design services, Survey services
Delivery area
London (UKI)
OCIDocds-h6vhtk-030ddf
What is being bought
NHG collect feedback from our residents about their transactions and interactions with us. This is used to coach and develop staff, recover services for residents where something has gone wrong and to make improvements to the way we do things. To support this work NHG are procuring a real-time, multi-channel customer feedback solution to help us to really understand the voice of our residents. The solution will cover the collection, display, analysis and reporting of both positive and negative customer feedback, including the ability to recover the situation through alerts of issues or negative feedback and analyse verbatim comments.
What changed
From the official release history
  1. Official notice release published
    8 Sept 2022, 12:05 BST
  2. tender value changed
    8 Sept 2022, 12:05 BST
  3. Status changed to complete
    8 Sept 2022, 12:05 BST
  4. Official notice release published
    8 Sept 2022, 12:05 BST
  5. Submission deadline changed to published date
    8 Sept 2022, 12:05 BST
  6. Published value updated to £550,000
    21 Jan 2022, 14:15 GMT
  7. Status changed to active
    21 Jan 2022, 14:15 GMT
  8. Official notice release published
    21 Jan 2022, 14:15 GMT
  9. Submission deadline changed to 21 Feb 2022, 12:00 GMT
    21 Jan 2022, 14:15 GMT
  10. Buyer information updated
    21 Jan 2022, 14:15 GMT
Lots and requirements (1)
Published by the contracting authority
  • Lot 1 · #1
    Individual lot title not published
    cancelled
    Published valueNot published
    NHG collect feedback from our residents about their transactions and interactions with us. This is used to coach and develop staff, recover services for residents where something has gone wrong and to make improvements to the way we do things. To support this work NHG are procuring a real-time, multi-channel customer feedback solution to help us to really understand the voice of our residents. The solution will cover the collection, display, analysis and reporting of both positive and negative customer feedback, including the ability to recover the situation through alerts of issues or negative feedback and analyse verbatim comments. Currently NHG has a contract with a supplier who carry out transactional customer satisfaction surveys on our behalf. This feedback is collected via automated IVR calls and SMS with weblinks. This contract specifically provides insight into interactions with the Customer Service Centre and with local officers in housing and home ownership. The contract is due to expire in September 2022. NHG also contracts with another provider to carry our surveys related to repairs (responsive, gas and planned works). This feedback is collected via in person phone surveys. This is done on a rolling contract which currently expires at the end of March 2022. We want to increase the number of survey responses received, both overall and for individual staff members, and our overall response rate. NHG are going out to tender for this requirement to try and obtain a provider who can work with us to improve our response rate and ensure we are able to gather as much feedback from our residents as possible to allow NHG to improve our overall service. The contract will be for an initial 3 years with the possibility to extend for a further 12 + 12 months. The predicted cost of the service of £550K is for the full 60 month duration of the contract, THIS IS NOT AN ANNUAL COST. Additional information: For further information on the procurement please see the tender documents.
    Contract periodNot published
    EligibilityNot published
    Options / renewalNot published
Timeline
  1. Procedure published
    8 Sept 2022, 12:05 BST
  2. Award active
    Not published · Not published
  3. Contract active
    Signed 22 Jul 2022, 00:00 BST · £410,000
Commercial outcome and competition
Awards
Smoke Customer Intelligence Limited
Not published · Not published · active
Contracts
Contract
£410,000 · signed 22 Jul 2022, 00:00 BST · active
Bid statistics
bids: 6 (lot 1)
Buyer and organisations in this procedure

Notting Hill Genesis

Contracting authority GB-FTS-36674
View buyer profile

  • Notting Hill Genesis
    buyer
    mediationBody

    Bruce Kenrick House, 2 Killick Street, London, UKI, N19FL
    nicole.ward@nhg.org.uk
    +44 2038150000

  • Crown Commercial Services
    reviewContactPoint

    London

  • Notting Hill Genesis
    reviewBody

    Bruce Kenrick House, 2 Killick Street, London, N1 9FL
    +44 2083574577

  • Smoke Customer Intelligence Limited
    supplier

    09800527
    Unit 4, Drakes Courtyard 291 Kilburn High Road, London, UK
Documents (0)
Official links; attachments are not copied
No data
No linked documents are published
Related procedures (0)
No data
No related procedures published