---
title: "Port of Dover - Customer Experience Consultant Framework"
ocid: "ocds-h6vhtk-06e696"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-06e696"
markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-06e696.md"
json_url: "https://d3tenders.com/contract/ocds-h6vhtk-06e696.json"
source: "Find A Tender Service"
current_stage: "Tender"
buyer: "Dover Harbour Board"
published: "2026-08-18"
---

# Port of Dover - Customer Experience Consultant Framework

Buyer: Dover Harbour Board  
Current stage: Tender  
OCID: ocds-h6vhtk-06e696

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[Download OCDS JSON](https://d3tenders.com/contract/ocds-h6vhtk-06e696.json)

## Summary

Dover Harbour Board is seeking customer experience consultancy services for the Port of Dover’s IGNITE programme. The requirement covers research and development consultancy, customer service and customer-care work, customer surveys and customer satisfaction surveys, together with related business and management consultancy. The appointed suppliers will support the port’s customer experience objectives through consultancy and research activities. This is a services opportunity for firms specialising in customer insight, service improvement, customer research, satisfaction measurement and management consultancy. Work is associated with the Port of Dover in Dover, so suppliers should be able to deliver consultancy for a major port operation and engage with its customer-facing activities.

The procurement has reached tender: Dover Harbour Board invited offers through an open procedure under the utilities regime. It is a single-lot customer experience consultancy framework, with electronic submission allowed in English through the buyer’s online tendering system. The tender deadline set by the buyer was 17 September 2026 at 23:59, with the award decision due by 18 September 2026 at 23:59. The framework contract period is 1 October 2026 to 1 October 2028. The published gross estimated value is GBP 0, and the lot’s published gross value is AED 0. Evaluation is weighted 70% quality and technical merit and 30% commercial considerations. The framework is closed and contracts are awarded without reopening competition.

This opportunity suits customer experience consultancies and specialist research firms that can combine customer insight with practical service improvement. Relevant capability includes designing and delivering customer surveys, measuring satisfaction, analysing customer needs, improving customer-care journeys and advising on customer-facing services. Firms with broader business and management consultancy expertise may also be well placed, particularly where they can connect research findings to operational or strategic recommendations for a port environment. The framework structure suits suppliers able to provide repeat consultancy assignments over its term, respond to different customer experience requirements and work with a major transport and infrastructure organisation. Strong quality and technical delivery will be more important in evaluation than commercial pricing.

## Notice

The Port wishes to procure Customer Experience Consultancy Framework to support the IGNITE programme.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Find A Tender Service |
| Latest notice | https://www.find-tender.service.gov.uk/Notice/078563-2026 |
| Notice type | UK4 - Tender Notice |
| Procurement type | Framework |
| Procurement category | Services |
| Procurement method | Open |
| Procurement method details | Open procedure |
| Tender suitability | Not specified |
| Awardee scale | Not specified |
| All stages | Tender |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 18 Aug 2026 |
| Submission deadline | 17 Sep 2026 |
| Future notice date | Not specified |
| Award date | Not specified |
| Contract period | 1 Oct 2026 - 1 Oct 2028 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | Not specified |
| Lots value | Not specified |
| Awards value | Not specified |
| Contracts value | Not specified |

## Status

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

## Buyer

| Field | Value |
| --- | --- |
| Main buyer | Dover Harbour Board |
| Locality | DOVER |
| Postcode area | Canterbury |
| Postcode | CT17 9BU |
| Country | England |
| ITL 1 | TLJ South East (England) |
| ITL 2 | TLJ4 Kent |
| ITL 3 | TLJ44 East Kent |
| Local authority | Dover |
| Electoral ward | Town & Castle |
| Westminster constituency | Dover and Deal |
| Delivery location | Not specified |

## CPV Codes

### Divisions

- 73 - Research and development services and related consultancy services
- 79 - Business services: law, marketing, consulting, recruitment, printing and security

### Codes

- 73200000 - Research and development consultancy services
- 79342300 - Customer services
- 79342310 - Customer survey services
- 79342311 - Customer satisfaction survey
- 79342320 - Customer-care services
- 79400000 - Business and management consultancy and related services

## Release History

- 18 Aug 2026 at 13:56 - Tender - UK4 - Tender Notice - https://www.find-tender.service.gov.uk/Notice/078563-2026

## Documents

- https://www.find-tender.service.gov.uk/Notice/078563-2026
  18th August 2026 - Tender notice on Find a Tender

## Notice URLs

- https://in-tendhost.co.uk/portofdover/aspx/Home
- https://www.legislation.gov.uk/ukpga/2023/54/contents

## 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-h6vhtk-06e696. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-06e696.json.