---
title: "Customer Experience Measurement Tool for Service Management"
ocid: "ocds-b5fd17-617de9bc-a2b9-4309-b80c-8d53115ad840"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-617de9bc-a2b9-4309-b80c-8d53115ad840"
markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-617de9bc-a2b9-4309-b80c-8d53115ad840.md"
json_url: "https://d3tenders.com/contract/ocds-b5fd17-617de9bc-a2b9-4309-b80c-8d53115ad840.json"
source: "Contracts Finder"
current_stage: "Award"
buyer: "EAST SUSSEX COUNTY COUNCIL"
published: "2023-06-05"
---

# Customer Experience Measurement Tool for Service Management

Buyer: EAST SUSSEX COUNTY COUNCIL  
Current stage: Award  
OCID: ocds-b5fd17-617de9bc-a2b9-4309-b80c-8d53115ad840

[View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-b5fd17-617de9bc-a2b9-4309-b80c-8d53115ad840)  
[Download OCDS JSON](https://d3tenders.com/contract/ocds-b5fd17-617de9bc-a2b9-4309-b80c-8d53115ad840.json)

## Summary

The East Sussex County Council has awarded a contract for a 'Customer Experience Measurement Tool for Service Management' directly to the supplier Happy Signals. The contract falls under the services category with a contract value of £135,000. The procurement method used was a direct award waiver. The contract period is from 1st February 2023 to 31st January 2025, offering business opportunities in the South East region, United Kingdom.

This tender for a customer experience measurement tool can be beneficial for businesses specializing in software packages and information systems. Small and medium-sized enterprises (SMEs) are particularly suited to compete given the suitability criteria highlighted in the procurement process. The East Sussex County Council's willingness to directly award contracts creates a dynamic environment for businesses to engage with public procurement opportunities in the services sector.

## Notice

This is a directly awarded contract for customer experience measurement. Happy Signals provides IT&D with a way to gather customer sentiment (feedback) with regards to the service that we provide. It helps IT measure our performance in real time to ensure we continue to add value to the councils we support. Through reporting on key metrics such as Happiness (net promotor) and estimated loss of productivity time we can baseline and compare ourselves against other IT departments that use the tool globally. The published value includes all optional extension periods.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Contracts Finder |
| Latest notice | https://www.contractsfinder.service.gov.uk/Notice/1a6f79de-e6d3-484b-b5c9-92245cc2909f |
| Notice type | Award Notice |
| Procurement type | Standard |
| Procurement category | Services |
| Procurement method | Not Specified |
| Procurement method details | Other - Direct Award Waiver |
| Tender suitability | SME |
| Awardee scale | SME |
| All stages | Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 5 Jun 2023 |
| Submission deadline | 27 Jan 2023 |
| Future notice date | Not specified |
| Award date | 30 Jan 2023 |
| Contract period | 1 Feb 2023 - 31 Jan 2025 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £121,200 |
| Lots value | Not specified |
| Awards value | £121,200 |
| 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 | EAST SUSSEX COUNTY COUNCIL |
| Locality | LEWES |
| Post town | Brighton |
| Postcode | BN7 1UE |
| Country | England |
| ITL 1 | TLJ South East (England) |
| ITL 2 | TLJ2 Surrey, East and West Sussex |
| ITL 3 | TLJ22 East Sussex CC |
| Local authority | Lewes |
| Electoral ward | Lewes Priory |
| Westminster constituency | Lewes |
| Delivery location | TLJ South East (England) |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | HAPPY SIGNALS |

## CPV Codes

### Divisions

- 48 - Software package and information systems

### Codes

- 48000000 - Software package and information systems

## Release History

- 5 Jun 2023 at 15:23 - AwardUpdate - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/1a6f79de-e6d3-484b-b5c9-92245cc2909f
- 5 Jun 2023 at 15:13 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/1a6f79de-e6d3-484b-b5c9-92245cc2909f

## Documents

- https://www.contractsfinder.service.gov.uk/Notice/1a6f79de-e6d3-484b-b5c9-92245cc2909f
  5th June 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-b5fd17-617de9bc-a2b9-4309-b80c-8d53115ad840. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-617de9bc-a2b9-4309-b80c-8d53115ad840.json.