Customer Sentiment Tracking Survey

Concepts

• southampton
• research services
• customer experience improvements
• key customer contact points
• customer sentiment tracking survey
• existing surveys
• our customer commitments
• the customer moments
• ordnance survey limited
• ordnance survey ltd

Location

Southampton

Description

Ordnance Survey Limited (OS) is seeking a technologically advanced supplier capable of providing thought leadership, consultancy, and a survey software platform that will help to increase our knowledge of our customers and their experience of interacting with OS. The chosen supplier will work in partnership with the Customer Insight and Experience teams to continuously improve the insights provided to the business, either through measuring new touchpoints, deeper analysis, or providing thought leadership about consumer trends.

Total Quantity or Scope

Ordnance Survey Ltd is a company registered in England and Wales (company registration number 09121572) whose registered address is at Explorer House, Adanac Drive, SOUTHAMPTON, SO16 0AS, UK (OS). OS is a limited company in which the entire share capital will be owned by the Secretary of State for Business, Energy, and Industrial Strategy. OS is Britain’s mapping agency and is responsible for the surveying, production, maintenance, and marketing of a wide range of geographic information, relied on by government, business and individuals. Further information on us can be found on our website http://www.os.uk. To help drive customer experience improvements on the customer moments that matter most, OS is seeking an innovative and technologically advanced supplier capable of providing a platform that can generate actionable insights about important aspects of the customer journey/experience – aligned to our four customer commitments.OS currently has a programme of transactional and relational surveys designed to capture key customer contact points and to understand our performance against our customer commitments – Value, Ease, Reliability, and Quality. OS is seeking a supplier that can provide continuity of tracking for existing surveys whilst also providing ‘thought leadership’ to help progress and develop our programme of insight.The duration of the contract if for three years, with an option to extend for a further two years, extending one year at a time subject to performance.

Renewal Options

The term of the contract will be for 3 years, with an option to extend the contract annually for a further 2 years. Therefore if all extensions were taken the full term of the contract would befor 5 years. The term of the contract will be for 3 years, with an option to extend the contract annually for a further 2 years. Therefore if all extensions were taken the full term of the contract would befor 5 years.

CPV Codes

• 73110000 - Research services
• 73210000 - Research consultancy services

Indicators

• Bids should cover the whole contract.
• This is a recurring contract.
• Options are available.
• Renewals are available.
• Award on basis of price and quality.