Yorkshire Water has gone out to tender with an AMP8 contract to put a Customer Insights Framework in place with an estimated value of £3 million.

The water company is seeking to establish a Customer Insights Framework to support the delivery of its strategic objectives for AMP8.

Yorkshire Water said the framework will enable it 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, including:

• customer satisfaction tracking
• willingness-to-pay studies
• behavioral insights
• segmentation
• vulnerability research
• digital engagement analysis
• cocreation 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.

Potential 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.

Via the procurement Yorkshire Water is aiming 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.

Current estimated award decision date is 17 July 2026. Current estimated start and end contract dates are 3 August 2026 to 2 August 2028 with a further possible extension option up to 2 August 2030.

Deadline for requests to participate is 11:59pm on 17 April 2026.

Click here to access SAP Ariba, Yorkshire Water's e-procurement portal for further information, submission address and any special instructions.

Suppliers not yet registered must complete registration prior to submission. All communications, clarifications, and tender submissions must be made through the SAP Ariba portal.

Organisations who have not been invited to the tender but wish to participate are asked to email  This e-mail address is being protected from spambots. You need JavaScript enabled to view it so that Yorkshire Water can issue an invitation via SAP Ariba..

Yorkshire Water will conduct the procurement using a Competitive Flexible Procedure which will follow a single-stage structure combining a Conditions of Participation (CoP) and Invitation to Tender (ITT), allowing suppliers to submit full participation responses at the same time.

All documents, including evaluation criteria and supporting materials, will be made available via SAPAriba.

Interested suppliers will submit combined CoP and ITT responses within the defined tender period. During this period, clarification questions may be raised and answered via the portal.

Following initial evaluation, Yorkshire Water reserves the right to enter into negotiation or clarification with one or more tenderers to refine technical or commercial proposals.