---
title: "Customer Experience Review"
ocid: "ocds-r6ebe6-0000844559"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-r6ebe6-0000844559"
markdown_url: "https://d3tenders.com/contract/ocds-r6ebe6-0000844559.md"
json_url: "https://d3tenders.com/contract/ocds-r6ebe6-0000844559.json"
source: "Public Contracts Scotland"
current_stage: "Award"
buyer: "Dumfries and Galloway Council"
published: "2026-10-01"
---

# Customer Experience Review

Buyer: Dumfries and Galloway Council  
Current stage: Award  
OCID: ocds-r6ebe6-0000844559

[View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-r6ebe6-0000844559)  
[Download OCDS JSON](https://d3tenders.com/contract/ocds-r6ebe6-0000844559.json)

## Summary

Dumfries and Galloway Council commissioned a customer experience review, a professional service examining how customers experience the Council’s services. The work was for the Dumfries and Galloway area. It was classified as research and development services (CPV 73110000). The requirement was presented as a single review rather than separate work packages, with the Council as the buying organisation. The contract identifies a focused review of customer experience; it does not describe specific service areas, methods or deliverables. Gunn Stewart Solutions was selected to carry out the work.

The procurement is complete and the contract is active. Dumfries and Galloway Council awarded the work to Gunn Stewart Solutions, and the contract was signed on 21 September 2026. The contract value is £44,880. The process used a limited procedure, with an award made without first publishing a competition. The stated rationale refers to a direct award where extreme urgency, caused by unforeseeable events not attributable to the Council, makes other procedures impossible. The available contract information gives no contract start or end date or award date. One lot covered the customer experience review. One bid was recorded, from an SME; it was submitted electronically. No evaluation criteria or eligibility requirements are recorded.

This award shows that Dumfries and Galloway Council has bought a focused customer experience review as a standalone professional service, at a scale suited to an SME supplier. A credible competitor when this requirement next comes to market would need to demonstrate the ability to review customer experience for a local authority across its service context and deliver work at comparable scale. The awarded supplier was an SME, showing that the requirement did not demand a large corporate provider. The process was awarded without prior competition under an urgency rationale, so this outcome does not establish a competitive evaluation model or published technical thresholds for future work. Suppliers with relevant customer research and service-review capability, and the capacity to undertake a council-wide review, would be well placed to demonstrate fit.

## Notice

Customer Experience Review

### Procurement Information

Schedule 7, Procedure Note for Lower Value Contracts, Clause 4.1.5 permits a direct award "when (but only if strictly necessary), for reasons of extreme urgency brought about by events unforeseeable by and not attributable to the Council, it is not possible to comply with the procedures set out in paragraphs 2 or 3."

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Public Contracts Scotland |
| Latest notice | https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=OCT565739 |
| Notice type | PCS Notice - Website Contract Award Notice |
| Procurement type | Standard |
| Procurement category | Services |
| Procurement method | Limited |
| Procurement method details | Award procedure without prior publication of a call for competition |
| Tender suitability | Not specified |
| Awardee scale | SME |
| All stages | Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 1 Oct 2026 |
| Submission deadline | Not specified |
| Future notice date | Not specified |
| Award date | Not specified |
| Contract period | Not specified |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | Not specified |
| Lots value | Not specified |
| Awards value | Not specified |
| Contracts value | £44,880 |

## Status

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

## Buyer

| Field | Value |
| --- | --- |
| Main buyer | Dumfries and Galloway Council |
| Locality | DUMFRIES |
| Postcode area | Dumfries and Galloway |
| Postcode | DG1 2HP |
| Country | Scotland |
| ITL 1 | TLM Scotland |
| ITL 2 | TLM9 Southern Scotland |
| ITL 3 | TLM92 Dumfries and Galloway |
| Local authority | Dumfries and Galloway |
| Electoral ward | Nith |
| Westminster constituency | Dumfries and Galloway |
| Delivery location | TLM92 Dumfries and Galloway |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | Gunn Stewart Solutions |

## CPV Codes

### Divisions

- 73 - Research and development services and related consultancy services

### Codes

- 73110000 - Research services

## Release History

- 1 Oct 2026 at 01:00 - Award - PCS Notice - Website Contract Award Notice - https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=OCT565739

## Documents

- https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=OCT565739
  Customer Experience Review - Customer Experience Review

## Notice URLs

- http://
- http://www.dumgal.gov.uk
- https://api.publiccontractsscotland.gov.uk/v1/Notice?id=ocds-r6ebe6-0000844559

## 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-r6ebe6-0000844559. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-r6ebe6-0000844559.json.