Customer Experience Tracker 2021
Details
- Supplier(s)
- IPSOS (MARKET RESEARCH) LTD
- Value
- £940,000
- Duration
- 3 years
- Topic
- Business services: law, marketing, consulting, recruitment, printing and security
- Published
- 25 October 2021
- Source
- uk:contracts_finder
Tender description
The Customer Experience Tracker (CET) will be a robust, systematic survey instrument that can quantitatively monitor and track changes in core variables over time; be used to understand who our customers are, their needs and priorities, and provide benchmarks at national and regional level to support and shape services to meet customer needs. It will help to understand what works and to inform investment decisions to maintain and improve customer services over time. The CET will build on Highview the current survey for measuring customer experience and eventually replace it.
Timeline
- Completed: Award date28 July 2021
- Completed: Award published25 October 2021Current notice
- Completed: Contract expiry date29 March 2024
About the buyer
National Highways is the government company that plans, designs, builds, operates and maintains England's motorways and major A roads, and buys as a central government body. Suppliers register on the National Highways eSourcing Portal to search live tenders and opportunities. Larger contracts are also advertised on Find a Tender, with Contracts Finder used for smaller opportunities. Most work reaches the market through framework contracts covering major schemes and routine maintenance. The Supply Chain Team handles queries on contracts, frameworks and procurement processes. A social enterprise dynamic purchasing system also opens smaller contracts to voluntary and community organisations.
Procurement spend from central entities makes up 66% of overall UK public spend.
Over the past 5 years, most of National Highways Limited's contract awards have been in construction work, transport equipment and research and development.
Relevant CPV codes
- 79000000 · Business services: law, marketing, consulting, recruitment, printing and security
Decision makers
Connect with the people behind this procurement.
| Contact name | Job title | Phone number | Work email |
|---|---|---|---|
| Head of Procurement | +44 •••• •••••• | ••••••••@national-highways-limited.gov | |
| Commercial Director | +44 •••• •••••• | ••••••••@national-highways-limited.gov | |
| Procurement Manager | +44 •••• •••••• | ••••••••@national-highways-limited.gov | |
| Category Lead | +44 •••• •••••• | ••••••••@national-highways-limited.gov | |
| Senior Buyer | +44 •••• •••••• | ••••••••@national-highways-limited.gov | |
| Contracts Manager | +44 •••• •••••• | ••••••••@national-highways-limited.gov |
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