PRO004373 Customer Market Research Services

Tender description

United Utilities Water Limited (UU) has become increasingly more focused on its customers, and is encouraged by the water industry regulator, Ofwat, to ensure customer priorities are appropriately reflected in its business plan and activity. United Utilities is also prepared to invest in gathering meaningful insight about customer needs and expectations, to help provide the evidence the business needs to embed customer priorities into the centre of its ways of working. Research is currently procured on a project-by-project basis via a tender process in line with current procurement guidelines. United Utilities will benefit from implementing supplier frameworks through improvements to the efficiency of procuring research services across the organisation. Lot 1: Specialist Qualitative Services This lot covers Suppliers who specialise in qualitative research which involves collecting and analysing non-numerical data (e.g. sentiment, text, audio, video etc.) Activities in this area may include but not limited to: Specialist qual services (e.g. Stakeholder/ expert interviewing, Workshop expertise, Customer journey mapping, UX research, Ad & comms development / testing, Co-creation, Ethnographic research, Identifying customer needs, Exploratory research, Customer closeness, Campaign or brand evaluation through social media research. Lot 2: Specialist Quantitative services This lot covers Suppliers who specialise in quantitative research where data collection focuses on quantifying the collection and analysis of numerical data. Activities in this area may include but not limited to: Specialist Quant Services (e.g. Expert quant analysis, Research and analytics, Pricing and demand modelling, Customer segmentation, Consumer profiling, Behavioural science, Implicit testing, Omnibus, Specialists quantitative survey methods). Lot 3: Generalist/ Full service Quantitative and Qualitative This lot covers Suppliers who are full-service and provide a balanced amount of qualitative and quantitative services and do not specialise in either area. Activities in this area may include but not limited to: Focus groups/ mystery shopping/ depth interviews/ intercepts, online lite ethno/vox pops, comms testing, standard quantitative survey methods. Lot 4: Customer/Community Panels This Lot covers the specific requirement for a United Utilities online customer panel or community (MROC). United Utilities have procured the services of a Supplier who is able to provide a full-service online community panel. Activity in this area may include but not limited to: Online customer / community platform technology, Management capability to run an ongoing community panel, Community recruitment retention and activity stimulation, On-going panel engagement strategy, Set-up and build expertise for community panel, Platform licencing, Management and content provision services, Qualitative research techniques, Quantitative research techniques, Digital immersion, Vox-pops videos, Reporting workshops, Customer / community forums, Face to face customer immersion sessions, Drafting findings and recommendations, Reporting and presenting findings and recommendations. Lot 5: Brand and Advertising Tracking This Lot covers the specific requirement for a United Utilities Brand Tracking solution. United Utilities is looking for a Supplier who is able to provide a Bespoke Brand Tracking / media Tracking service should pitch for this Lot. Activity in this area may include but not limited to: Brand / reputation / equity tracking, Brand Health mapping, Advertising tracking ,Set-up workshops, Stakeholder engagement, Questionnaire design, Bespoke methodology recommendations, Dynamic approach, Online dashboard design and implementation, Innovative storytelling and reporting, Contextual analysis, Actionable Insight recommendations, Face To Face immersion sessions, Cross-agency analysis.