---
title: "Customer Experience Tracker 2021"
ocid: "ocds-b5fd17-159e2f05-bbce-4ab5-ba9f-9371d7c6e230"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-159e2f05-bbce-4ab5-ba9f-9371d7c6e230"
markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-159e2f05-bbce-4ab5-ba9f-9371d7c6e230.md"
json_url: "https://d3tenders.com/contract/ocds-b5fd17-159e2f05-bbce-4ab5-ba9f-9371d7c6e230.json"
source: "Contracts Finder"
current_stage: "Award"
buyer: "HIGHWAYS ENGLAND COMPANY LIMITED"
published: "2021-10-25"
---

# Customer Experience Tracker 2021

Buyer: HIGHWAYS ENGLAND COMPANY LIMITED  
Current stage: Award  
OCID: ocds-b5fd17-159e2f05-bbce-4ab5-ba9f-9371d7c6e230

[View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-b5fd17-159e2f05-bbce-4ab5-ba9f-9371d7c6e230)  
[Download OCDS JSON](https://d3tenders.com/contract/ocds-b5fd17-159e2f05-bbce-4ab5-ba9f-9371d7c6e230.json)

## Summary

The procurement process involves Highways England Company Limited as the buying organisation, which is seeking to award a contract for the "Customer Experience Tracker 2021". This contract falls under the business services category, specifically focused on law, marketing, consulting, recruitment, printing, and security. The procurement method is selective, with an award value of £940,000 and a contract period starting on 8th October 2021 and ending on 29th March 2024. The tender process was officially completed on 28th July 2021 in Guildford, England, with the contract now in the award stage.

This tender represents a significant opportunity for businesses, especially SMEs with expertise in surveying, data analysis, and customer experience enhancement. Companies that can deliver systematic survey instruments and those proficient in understanding customer needs are encouraged to consider involvement. By participating in this contract, businesses can not only expand their market reach but also contribute to improving essential services for public sector organisations.

## Notice

The Customer Experience Tracker (CET) will be a robust, systematic survey instrument that can quantitatively monitor and track changes in core variables over time; be used to understand who our customers are, their needs and priorities, and provide benchmarks at national and regional level to support and shape services to meet customer needs. It will help to understand what works and to inform investment decisions to maintain and improve customer services over time. The CET will build on Highview the current survey for measuring customer experience and eventually replace it. Additional information: Name of Framework CCS RM6018

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Contracts Finder |
| Latest notice | https://www.contractsfinder.service.gov.uk/Notice/734eed70-1895-4bd3-92bd-8c78b309b5f3 |
| Notice type | Award Notice |
| Procurement type | Framework |
| Procurement category | Services |
| Procurement method | Selective |
| Procurement method details | Call-off from a framework agreement |
| Tender suitability | SME |
| Awardee scale | SME |
| All stages | Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 25 Oct 2021 |
| Submission deadline | 28 Jul 2021 |
| Future notice date | Not specified |
| Award date | 27 Jul 2021 |
| Contract period | 7 Oct 2021 - 29 Mar 2024 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £940,000 |
| Lots value | Not specified |
| Awards value | £940,000 |
| Contracts value | Not specified |

## Status

| Field | Value |
| --- | --- |
| Tender status | Complete |
| Lots status | Not specified |
| Awards status | Active |
| Contracts status | Not specified |

## Buyer

| Field | Value |
| --- | --- |
| Main buyer | HIGHWAYS ENGLAND COMPANY LIMITED |
| Locality | GUILDFORD |
| Post town | Guildford |
| Postcode | GU1 4LZ |
| Country | England |
| ITL 1 | TLJ South East (England) |
| ITL 2 | TLJ2 Surrey, East and West Sussex |
| ITL 3 | TLJ25 West Surrey |
| Local authority | Guildford |
| Electoral ward | Stoke |
| Westminster constituency | Guildford |
| Delivery location | Not specified |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | MARKET & OPINION RESEARCH INTERNATIONAL LIMITED (TRADING |

## CPV Codes

### Divisions

- 79 - Business services: law, marketing, consulting, recruitment, printing and security

### Codes

- 79000000 - Business services: law, marketing, consulting, recruitment, printing and security

## Release History

- 25 Oct 2021 at 12:24 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/734eed70-1895-4bd3-92bd-8c78b309b5f3

## Documents

- https://www.contractsfinder.service.gov.uk/Notice/734eed70-1895-4bd3-92bd-8c78b309b5f3
  25th October 2021 - Awarded contract notice on Contracts Finder
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/cf17d886-38b3-4e9d-98cd-47aa427768a7
  Contract Terms
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/62a17726-5e91-4540-b10d-1744a74c079e
  Letter of Appointment
- https://www.nhepims.co.uk/integrated/data/contract/3813/details
  EPIMS Link

## Provenance

This Markdown file is an alternate public rendering of the D3 Tenders contract record. The canonical page is https://d3tenders.com/contract/?ocid=ocds-b5fd17-159e2f05-bbce-4ab5-ba9f-9371d7c6e230. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-159e2f05-bbce-4ab5-ba9f-9371d7c6e230.json.