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    ContractsCustomer Insights Framework Services
    Awarded contract

    Customer Insights Framework Services

    Awarded
    £3m
    Published 12 Aug 2026

    Yorkshire Water is seeking experienced research suppliers to deliver customer insights and evidence to support regulatory compliance and service improvements under Asset Management Period 8.

    🇬🇧United Kingdom· Yorkshire and the HumberPublished 12 Aug 2026· 2 months agoviaFind a Tender
    Awarded
    £3m
    Published 12 Aug 2026

    Decision brief

    4 fields
    • Contract value
      £3,000,000
      Pounds sterling
    • Closing date
      Not published
      No closing date published
    • Sector
      Professional Services
      Browse related listings
    • Location
      🇬🇧United Kingdom
      Yorkshire and the Humber

    Suppliers

    8 suppliers
    • AM
      ACCENT MARKETING AND RESEARCH LIMITED
    Lead contractor
  1. DR
    DJS Research Limited
    Consortium partner
  2. TM
    Trinity McQueen
    Consortium partner
  3. TT
    Turquoise Thinking Ltd
    Consortium partner
  4. TI
    THINKS INSIGHT AND STRATEGY BRITAIN THINKS LTD
    Consortium partner
  5. EM
    EXPLAIN MARKET RESEARCH LIMITED
    Consortium partner
  6. BC
    BOX CLEVER MARKETING INTELLIGENCE LIMITED
    Consortium partner
  7. RC
    RED C RESEARCH LTD
    Consortium partner
  8. Lifecycle

    Awarded

    Contract awarded. Originally published 2 months ago.

    12 August 2026
    Awarded — no open tender advertised

    Brief

    Yorkshire Water Services Ltd is establishing a Customer Insights Framework to support strategic objectives for Asset Management Period 8 (AMP8). This multi-supplier framework will provide flexible, high-quality customer research and insight services to inform decision-making, regulatory compliance, and customer-centric service design. Scope of Services: Appointed suppliers will deliver qualitative and quantitative research methodologies including customer satisfaction tracking, willingness-to-pay studies, behavioral insights, segmentation, vulnerability research, digital engagement analysis, and co-creation activities. Key Requirements: - Demonstrated expertise in regulatory research and water sector experience (or equivalent regulated industries) - Ability to deliver evidence-based insights that drive tangible business outcomes - Innovation in research techniques and advanced analytics capabilities - Inclusive engagement strategies reaching all customer groups, including hard-to-reach and vulnerable populations - Support for Ofwat obligations and robust customer evidence development for business planning and performance commitments Outcome: Yorkshire Water seeks long-term collaborative partnerships with insight providers who combine diverse capabilities and innovative approaches to deliver exceptional service, enhance customer trust, and meet regulatory expectations efficiently.

    Track record

    2 awards · 2 winners
    Open panel

    Mostly framework call-offs rather than head-to-head competition.

    In professional services, YORKSHIRE WATER SERVICES LIMITED has awarded 2 contracts to 2 suppliers.

    Who wins here
    1. ACCENT MARKETING AND RESEARCH LIMITED1× · 50%
    2. SEC WATCHDOG LIMITED1× · 50%

    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 sourceFind a Tender

    Award notice and full record on the publisher's site

    Publisher
    UK Cabinet Office
    Licence
    OGL v3.0
    Source
    find-tender.service.gov.uk
    Record ID
    ocds-h6vhtk-065527

    Your fit

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    YW
    Buyer
    YORKSHIRE WATER SERVICES LIMITED
    Sector
    Professional Services