---
title: "Customer Performance Measurement Framework"
ocid: "ocds-b5fd17-170007a6-f072-4161-9654-2e5ce39df106"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-170007a6-f072-4161-9654-2e5ce39df106"
markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-170007a6-f072-4161-9654-2e5ce39df106.md"
json_url: "https://d3tenders.com/contract/ocds-b5fd17-170007a6-f072-4161-9654-2e5ce39df106.json"
source: "Contracts Finder"
current_stage: "Award"
buyer: "NATIONAL HIGHWAYS"
published: "2023-11-20"
---

# Customer Performance Measurement Framework

Buyer: NATIONAL HIGHWAYS  
Current stage: Award  
OCID: ocds-b5fd17-170007a6-f072-4161-9654-2e5ce39df106

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## Summary

National Highways has awarded a contract for the procurement of consultancy support to develop a Customer Performance Measurement Framework. The contract, valued at £140,000 GBP, includes design and execution of research and development services. The tender was of selective type, with a call-off from a framework agreement. The tender was completed with the contract period lasting from November 2, 2023, to March 31, 2024.

This tender opportunity, initiated by National Highways, provides a chance for businesses specialised in research and development services to compete. The contract aims to drive customer-centric improvements and improve customer satisfaction metrics. Businesses interested in enhancing customer experience and performance measurement strategies will find this tender to be a suitable growth opportunity.

## Notice

Customer Performance Measurement Framework - procure consultancy support to help develop a customer performance measurement framework to drive customer centric improvements and further embed the connection of our people to the contribution they make to improving customer satisfaction. This will support improvement in our 'meeting the needs of all users' KPI as measured by the Transport Focus Strategic Roads User Survey (SRUS).

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Contracts Finder |
| Latest notice | https://www.contractsfinder.service.gov.uk/Notice/e1b14268-e0ac-4e07-bcef-9fba4e04b1e9 |
| Notice type | Award Notice |
| Procurement type | Framework |
| Procurement category | Services |
| Procurement method | Selective |
| Procurement method details | Call-off from a framework agreement |
| Tender suitability | Not specified |
| Awardee scale | Large |
| All stages | Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 20 Nov 2023 |
| Submission deadline | 1 Nov 2023 |
| Future notice date | Not specified |
| Award date | 2 Nov 2023 |
| Contract period | 2 Nov 2023 - 31 Mar 2024 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £140,000 |
| Lots value | Not specified |
| Awards value | £140,000 |
| 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 | NATIONAL HIGHWAYS |
| Locality | LEEDS |
| Post town | Leeds |
| Postcode | LS11 9AR |
| Country | England |
| ITL 1 | TLE Yorkshire and The Humber |
| ITL 2 | TLE4 West Yorkshire |
| ITL 3 | TLE42 Leeds |
| Local authority | Leeds |
| Electoral ward | Beeston & Holbeck |
| Westminster constituency | Leeds South |
| Delivery location | Not specified |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | KPMG |

## CPV Codes

### Divisions

- 73 - Research and development services and related consultancy services

### Codes

- 73300000 - Design and execution of research and development

## Release History

- 20 Nov 2023 at 10:27 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/e1b14268-e0ac-4e07-bcef-9fba4e04b1e9

## Documents

- https://www.contractsfinder.service.gov.uk/Notice/e1b14268-e0ac-4e07-bcef-9fba4e04b1e9
  20th November 2023 - Awarded contract notice on Contracts Finder

## 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-b5fd17-170007a6-f072-4161-9654-2e5ce39df106. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-170007a6-f072-4161-9654-2e5ce39df106.json.