Provision of Market Research Services

NWG relies on market research to establish a better understanding of its household and commercial customers that includes forecasting social marketing attitude, behavioural change trends and customer satisfaction. NWGs Corporate Affairs team also depends on research to inform and evaluate its key projects that will support NWG to achieve its ambition of being the national leader in water and wastewater services. A number of research tracking programmes have been established over a period of time that enables the collection of key data such as customer satisfaction and campaign/message recall. These tracking programmes are: • Household customers (internally known as 'domestic tracking') - this research programme is carried out quarterly by telephone to a representative sample of customers in NWGs three operating areas (North East of England, Essex and Suffolk). This programme tracks satisfaction with all aspects of the services provided by NWG including NPS, brand values and communication/marketing activity. • Transactional NPS - this research programme is carried out quarterly by telephone to customers who have made contact in a single week. This programme tracks NPS and customer satisfaction and will form part of the calculation for NWGs NPS score along with the result from the domestic tracking programme. • Omnibus survey that includes questions for the external facing Corporate Affairs projects - prior to Covid-19 this programme was face to face contact, but is now done online, and currently takes place once a year • Key stakeholders - this research is carried out quarterly by telephone to NWGs key stakeholders in its three operating areas. This helps track satisfaction with services and the relationship NWG has with each individual/organisation. A trust score from this research is shared on the company's business scorecard. • Priority services - this research is carried out quarterly by telephone to customers registered for NWGs financial and non-financial priority services in its three operating areas. This helps track satisfaction with the additional support services provided and how they can be improved. An overall satisfaction score from this research is a key measure for the company, in particular the inclusivity team In addition to the above tracking programmes, other bespoke research programmes may be requested on an ad-hoc basis for gathering data for the following key projects. The successful research provider will be required to undertake traditional research methods as well as introducing new innovative ways to collect data to inform key projects and the tracking research programmes. The supplier should also have, or access to, a call centre provision. Tenders must take into account NWGs locations in terms of the North East of England, Essex and Suffolk when pricing and answering all quality questions.