Section one: Contracting authority
one.1) Name and addresses
Ordnance Survey Limited
Explorer House, Adanac Drive
Southampton
SO16 0AS
Contact
Caroline Eadie
Country
United Kingdom
NUTS code
UKJ32 - Southampton
Internet address(es)
Main address
one.4) Type of the contracting authority
Body governed by public law
one.5) Main activity
Other activity
10
Section two: Object
two.1) Scope of the procurement
two.1.1) Title
Customer Sentiment Tracking
Reference number
BS.0295
two.1.2) Main CPV code
- 73110000 - Research services
two.1.3) Type of contract
Services
two.1.4) Short description
Ordnance Survey Ltd (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. OS is a private limited company (company registration number 09121572), and the entire share capital is owned by the Department for Science, Innovation and Technology. 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.OS currently have a programme of transactional and relational surveys designed to capture key customer contact points and to understand our performance against our customer commitments of Value, Ease, Reliability and Quality. OS are seeking a suppli
two.1.6) Information about lots
This contract is divided into lots: No
two.1.7) Total value of the procurement (excluding VAT)
Value excluding VAT: £585,000
two.2) Description
two.2.2) Additional CPV code(s)
- 73110000 - Research services
two.2.3) Place of performance
NUTS codes
- UKJ32 - Southampton
two.2.4) Description of the procurement
Ordnance Survey Ltd (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.OS currently have a programme of transactional and relational surveys designed to capture key customer contact points and to understand our performance against our customer commitments of Value, Ease, Reliability and Quality. OS are 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 and reinvigorate interest internally about acting on customer feedback.Survey responses to website surveys and email surveys have been declining over time and so the chosen supplier should help advise on how to increase and improve customer engagement with the programme.The full functionality of survey SaaS should be accessible to 4 members of the Customer team and approx. a further 26 OS employees will need some form of access the system to support contact list integration and to view dashboards and results. The survey software should be easy to use and allow for growth in the OS programme over time. Currently, over the course of a year OS will receive approx. 60,000 responses, and website/on-page surveys will create approx. 48 million page views. A new strategy was launched for Ordnance Survey’s (OS) in 2024 focused on providing better data, growing to more destinations and operating with greater effectiveness. The term of the contract will be for an initial 3 years, with an optional 2 year extension.The OS Customer Insight Team are seeking a supplier who can work in partnership with them to help the business achieve its strategy. The partnership should seek to continuously improve the insight provided to the business, by measuring new customer journey touchpoints, deeper analysis or refining the techniques used to capture or report insights.
two.2.5) Award criteria
Price
two.2.11) Information about options
Options: Yes
Description of options
The term of the contract will be for 3 years, with an option to extend the contract annually for 2 years. Therefore if all extensions were taken the full term of the contract would be for 5 years.
two.2.13) Information about European Union Funds
The procurement is related to a project and/or programme financed by European Union funds: No
Section four. Procedure
four.1) Description
four.1.1) Type of procedure
Open procedure
four.1.8) Information about the Government Procurement Agreement (GPA)
The procurement is covered by the Government Procurement Agreement: Yes
four.2) Administrative information
four.2.1) Previous publication concerning this procedure
Notice number: 2025/S 000-006220
Section five. Award of contract
Contract No
Customer Sentiment Tracking
A contract/lot is awarded: Yes
five.2) Award of contract
five.2.1) Date of conclusion of the contract
25 July 2025
five.2.2) Information about tenders
Number of tenders received: 2
Number of tenders received from SMEs: 0
Number of tenders received from tenderers from other EU Member States: 0
Number of tenders received from tenderers from non-EU Member States: 2
Number of tenders received by electronic means: 2
The contract has been awarded to a group of economic operators: No
five.2.3) Name and address of the contractor
Kantar UK Limited
W5 1UA
London
Country
United Kingdom
NUTS code
- UKI - London
National registration number
TNS House, Westgate
The contractor is an SME
No
five.2.4) Information on value of contract/lot (excluding VAT)
Initial estimated total value of the contract/lot: £625,850
Total value of the contract/lot: £625,850
Section six. Complementary information
six.4) Procedures for review
six.4.1) Review body
High Courts of Justice
London
WC2A2LL
Country
United Kingdom