The procurement contact named on the official notice.

Tenders must be submitted electronically via SAP Ariba, Yorkshire Water's e-procurement portal. https://s1-eu.ariba.com/Sourcing/Main/aw?awh=r&awssk=fy5dbBftDhoBNSzh&realm=YorkshireWater&dard=1#b0 Suppliers not yet registered must complete registration prior to submission. All communications, clarifications, and tender submissions must be made through the SAP Ariba portal. If you have not been invited to this tender but wish to participate, please email Professionalservicetenders@yorkshirewater.co.uk so that we can issue an invitation via SAP Ariba. Tenders submitted by email or post will not be accepted.

The submission route named on the official notice.

Yorkshire Water Services Ltd is seeking to establish a Customer Insights Framework to support the delivery of its strategic objectives for Asset Management Period 8 (AMP8).

This framework will enable Yorkshire Water to access high-quality, flexible, and innovative customer research and insight services to inform decision-making, regulatory compliance, and customer-centric service design.

The framework will appoint a panel of experienced suppliers capable of delivering a broad range of qualitative and quantitative research methodologies.

These may include, but are not limited to, customer satisfaction tracking, willingness-to-pay studies, behavioral insights, segmentation, vulnerability research, digital engagement analysis, and co-creation activities.

The appointed suppliers will play a critical role in supporting Yorkshire Water's obligations to Ofwat, including the development of robust and defensible customer evidence for business planning and performance commitments under AMP8.

Suppliers will be expected to demonstrate strong expertise in regulatory research, water sector experience (or analogous regulated industries), and the ability to deliver insight that drives tangible business outcomes.

The framework is intended to be multi-supplier, ensuring a diverse mix of capabilities and approaches.

Yorkshire Water is particularly interested in partners who can offer innovative techniques, advanced analytics, and inclusive engagement strategies to ensure representation of all customer groups, including hard-to-reach and vulnerable populations.

Through this procurement, Yorkshire Water aims to build long-term, collaborative partnerships with insight providers who can support its ambition to deliver exceptional service, enhance customer trust, and meet regulatory expectations effectively and efficiently.