--- title: "Customer Satisfaction Measurement Programme" ocid: "ocds-b5fd17-20829085-575a-4b16-8def-90be882398db" canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-20829085-575a-4b16-8def-90be882398db" markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-20829085-575a-4b16-8def-90be882398db.md" json_url: "https://d3tenders.com/contract/ocds-b5fd17-20829085-575a-4b16-8def-90be882398db.json" source: "Contracts Finder" current_stage: "Tender" buyer: "WMCOE - MIDLAND HEART" published: "2018-01-23" --- # Customer Satisfaction Measurement Programme Buyer: WMCOE - MIDLAND HEART Current stage: Tender OCID: ocds-b5fd17-20829085-575a-4b16-8def-90be882398db [View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-b5fd17-20829085-575a-4b16-8def-90be882398db) [Download OCDS JSON](https://d3tenders.com/contract/ocds-b5fd17-20829085-575a-4b16-8def-90be882398db.json) ## Summary The procurement process is being conducted by WMCOE - Midland Heart for the "Customer Satisfaction Measurement Programme," aimed at gathering essential customer feedback on core services. This initiative falls under the research and development services category and is located in the West Midlands, United Kingdom. The procurement method is selective, using a restricted procedure, and is currently in the tender stage, with submissions due by 26th February 2018. The contract is valued at £520,000 and spans a period of two years, starting from 1st September 2018, with the possibility of a further two-year extension, contingent upon satisfactory supplier performance. This tender offers significant opportunities for businesses specialised in research, consultancy, and customer feedback services. Organisations that excel in data collection methodologies, such as telephone interviews, SMS, and email surveys, will be particularly well-suited to compete for this contract. Additionally, small and medium-sized enterprises (SMEs) and voluntary, community, and social enterprises (VCSEs) are welcomed to participate, making it an attractive opportunity for businesses looking to grow in the public sector service provision landscape. ## Notice The objective of Midland Heart's customer satisfaction measurement programme is to gather critical customer satisfaction feedback data on a monthly basis from customers who have had recent experiences of core services. Please note, this is very much a transaction/service driven programme as opposed to a Star style programme. The feedback data collected is integral in shaping services for the future and ensuring Midland Heart is continually striving to increase customer satisfaction levels. Due to the current economic climate, where funds are limited, there is a much greater emphasis within Midland Heart to collect reliable and robust customer satisfaction data in order to measure the performance of services, and contractors, across Midland heart. A telephone interview methodology will be adopted in order to gather feedback from customers covering a range of key service areas. It must be noted, although a telephone approach will make up the majority of the programme, Midland Heart are also keen to explore alternative feedback approaches, including SMS and e-mail. In total, approximately 1 600 telephone interviews will be conducted per month, subject to sufficient number of customer contacts being available. 12 service areas contribute to the wider customer satisfaction measurement programme. The contract period is for 2 years with the option to extend for a further 2 years in annual increments (1 year + 1year), subject to satisfactory performance being met by the supplier. More information is available in the draft ITT documents provided in the project attachments section on Bravosolution. ## Key Details | Field | Value | | --- | --- | | Publication source | Contracts Finder | | Latest notice | https://www.contractsfinder.service.gov.uk/Notice/9e64a4d4-d526-4a53-a139-b92d6fd1ad45 | | Notice type | Tender Notice | | Procurement type | Standard | | Procurement category | Services | | Procurement method | Selective | | Procurement method details | Restricted procedure | | Tender suitability | SME, VCSE | | Awardee scale | Not specified | | All stages | Tender | ## Dates | Field | Value | | --- | --- | | Publication date | 23 Jan 2018 | | Submission deadline | 26 Feb 2018 | | Future notice date | Not specified | | Award date | Not specified | | Contract period | 31 Aug 2018 - 31 Aug 2020 | | Recurrence | Not specified | ## Values | Field | Value | | --- | --- | | Tender value | £520,000 | | Lots value | Not specified | | Awards value | Not specified | | Contracts value | Not specified | ## Status | Field | Value | | --- | --- | | Tender status | Active | | Lots status | Not specified | | Awards status | Not specified | | Contracts status | Not specified | ## Buyer | Field | Value | | --- | --- | | Main buyer | WMCOE - MIDLAND HEART | | Locality | BIRMINGHAM | | Post town | Birmingham | | Postcode | B15 1LZ | | Country | England | | ITL 1 | TLG West Midlands (England) | | ITL 2 | TLG3 West Midlands | | ITL 3 | TLG31 Birmingham | | Local authority | Birmingham | | Electoral ward | Ladywood | | Westminster constituency | Birmingham Ladywood | | Delivery location | TLG West Midlands (England) | ## CPV Codes ### Divisions - 73 - Research and development services and related consultancy services ### Codes - 73000000 - Research and development services and related consultancy services ## Release History - 23 Jan 2018 at 10:23 - Tender - Tender Notice - https://www.contractsfinder.service.gov.uk/Notice/9e64a4d4-d526-4a53-a139-b92d6fd1ad45 ## Documents - https://www.contractsfinder.service.gov.uk/Notice/9e64a4d4-d526-4a53-a139-b92d6fd1ad45 23rd January 2018 - Opportunity notice on Contracts Finder ## Notice URLs - http://www.midlandheart.org.uk/ ## 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-b5fd17-20829085-575a-4b16-8def-90be882398db. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-20829085-575a-4b16-8def-90be882398db.json.