Customer Surveys Framework
Framework Description
The National Framework Partnership's Customer Surveys Framework covers the design and delivery of customer surveys by SMS, email and interactive voice response (IVR), with secure handling of survey data. It sits in the Technology category, and applications for it are closed (it is not a DPS). It runs until 27 April 2027, so a replacement procurement is likely within the next few months.
Context & Use Case
Housing providers, councils and other public bodies use it to measure customer satisfaction, for example after a repair, a contact centre call or a service change. Multi-channel surveys let them reach residents quickly and at low cost, and secure data handling is essential because responses are linked to personal information.
Scope of Services
Design and delivery of customer surveys by SMS, email and IVR Secure transmission and storage of survey data Analytics and reporting on survey results Technical support throughout the survey process
Lots
See framework link
Who Can Apply
Suits customer feedback and survey providers, contact centre technology firms and research agencies able to deliver across SMS, email and IVR with strong data protection. New suppliers cannot join now; the re-tender ahead of the 27 April 2027 end is the next opportunity.
Buyer Benefits
Buyers need regular, reliable feedback data, and housing providers in particular report satisfaction to their boards and regulator, without exposing personal data. The framework gives them vetted providers with secure systems and agreed pricing, saving the time of a separate tender.
Next Steps
With the term ending on 27 April 2027, watch the National Framework Partnership website for the replacement tender, likely in early 2027. Prepare evidence of data protection compliance, response rates, reporting dashboards and public sector clients. Appointed suppliers should confirm how ongoing survey programmes will continue after the end date.
How Athena Can Help
The replacement tender for this framework is likely within months. Athena's framework application support team can start your submission now, setting out data security, channels and reporting clearly and checking the bid for compliance.
Our technology bid writing builds win themes around response rates, insight and data security, then checks the bid with a Bid Health Check. Our advice on pricing public bids helps you price survey volumes competitively while protecting margin over the contract.
