Contract award notice
Results of the procurement procedure
Section I: Contracting
entity
I.1) Name and addresses
Ordnance Survey Limited
Explorer House, Adanac Drive
Southampton
SO16 0AS
UK
Contact person: Caroline Eadie
E-mail: caroline.eadie@os.uk
NUTS: UKJ32
Internet address(es)
Main address: www.os.uk
I.4) Type of the contracting authority
Body governed by public law
I.5) Main activity
Other: 10
Section II: Object
II.1) Scope of the procurement
II.1.1) Title
Customer Sentiment Tracking
Reference number: BS.0295
II.1.2) Main CPV code
73110000
II.1.3) Type of contract
Services
II.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
II.1.6) Information about lots
This contract is divided into lots:
No
II.1.7) Total value of the procurement
Value excluding VAT:
585 000.00
GBP
II.2) Description
II.2.2) Additional CPV code(s)
73110000
II.2.3) Place of performance
NUTS code:
UKJ32
Main site or place of performance:
II.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.
II.2.5) Award criteria
Price
II.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.
II.2.13) Information about European Union funds
The procurement is related to a project and/or programme financed by European Union funds:
No
II.2.14) Additional information
Section IV: Procedure
IV.1) Description
IV.1.1) Type of procedure
Open procedure
IV.1.8) Information about Government Procurement Agreement (GPA)
The procurement is covered by the Government Procurement Agreement:
Yes
IV.2) Administrative information
IV.2.1) Previous publication concerning this procedure
Notice number in the OJ S:
2025/S 000-006220
Section V: Award of contract
Contract No: Customer Sentiment Tracking
A contract/lot is awarded:
Yes
V.2 Award of contract
V.2.1) Date of conclusion of the contract
25/07/2025
V.2.2) Information about tenders
Number of tenders received: 2
Number of tenders received from SMEs: 0
Number of tenders received from tenderers from 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
V.2.3) Name and address of the contractor
Kantar UK Limited
TNS House, Westgate
W5 1UA
London
UK
NUTS: UKI
The contractor is an SME:
No
V.2.4) Information on value of the contract/lot (excluding VAT)
Initial estimated total value of the contract/lot:
Total value of the contract/lot:
: 625 850.00
GBP
V.2.5) Information about subcontracting
Section VI: Complementary information
VI.4) Procedures for review
VI.4.1) Review body
High Courts of Justice
London
WC2A2LL
UK
VI.4.3) Review procedure
Precise information on deadline(s) for review procedures:
VI.5) Date of dispatch of this notice
25/07/2025