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    ContractsParcel Delivery Customer Experience Research
    Awarded contract

    Parcel Delivery Customer Experience Research

    Awarded
    £70.7k
    Published 22 Jun 2026

    Conduct qualitative research to understand how customers experience parcel delivery services, particularly for those with additional needs and those who have complained.

    🇬🇧United KingdomPublished 22 Jun 2026· 3 months agoviaContracts Finder
    Awarded
    £70.7k
    Published 22 Jun 2026

    Decision brief

    4 fields
    • Contract value
      £70,680
      Pounds sterling
    • Tender closed
      20 Mar 2026
      6 months ago
    • Sector
      Professional Services
      Browse related listings
    • Location
      🇬🇧United Kingdom

    Suppliers

    1 supplier
    • NI
      Navigator Insight (Formally Blue Marble Research)
    Lead contractor

    Lifecycle

    Awarded

    Contract awarded. Originally published 3 months ago.

    22 Jun 2026Today20 Mar 2026

    Brief

    Ofcom is seeking a research organization to conduct qualitative research exploring how customers experience parcel delivery services. The research should focus on understanding real-world customer interactions with parcel operators, with particular emphasis on: (1) customers with additional or access needs, and (2) customers who have contacted or lodged complaints with operators. The successful supplier will gather insights through qualitative methods (such as interviews or focus groups) to help Ofcom better understand customer pain points, service quality issues, and the effectiveness of customer support processes. This research will inform Ofcom's understanding of the parcel delivery market and may support future regulatory or consumer protection initiatives.

    Track record

    11 awards · 11 winners
    Open field

    No single supplier dominates the field.

    In professional services, OFCOM has awarded 11 contracts to 11 suppliers.

    Who wins here
    1. Navigator Insight (Formally Blue Marble Research)1× · 9%
    2. Accenture (UK) Ltd1× · 9%
    3. Yonder Consulting1× · 9%
    4. Critical Research Ltd.1× · 9%
    5. CVENT EUROPE LTD1× · 9%
    6. Magenta Research Ltd1× · 9%

    +5 more suppliers

    Across professional services, the most active winners are REED SPECIALIST RECRUITMENT LIMITED, PROMAR INTERNATIONAL, KPMG LLP — the field to beat, or your route in as a partner.

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    Take action
    View on sourceContracts Finder

    Award notice and full record on the publisher's site

    Publisher
    UK Cabinet Office
    Licence
    OGL v3.0
    Source
    contractsfinder.service.gov.uk
    Record ID
    e1b9847f-b2fa-4a16-ad9d-adec9a84952d-902973

    Your fit

    Could you win the next one?

    This went to Navigator Insight (Formally Blue Marble Research). Sonar reads OFCOM's work like this against your business — who holds it, and whether you could compete or partner next time.

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    OF
    Buyer
    OFCOM
    Sector
    Professional Services