Customer Insights Framework Services

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.