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Customer Satisfaction Research

Security Industry Authority

This public procurement record has 2 releases in its history.

AwardUpdate

25 Aug 2026 at 14:33

Award Notice
Award

23 Oct 2024 at 14:00

Award Notice
Summary of the contracting process

The Security Industry Authority commissioned customer and user research services to measure satisfaction and evaluate the experience of people applying for an SIA licence. The work is categorised as market research services (CPV 79310000) and is intended to provide evidence about applicants’ and users’ experiences of the licensing process. It is a services requirement delivered in the United Kingdom. The buyer is the Security Industry Authority, the organisation responsible for the licensing context and customer experience being studied. This opportunity is relevant to research agencies with experience designing and delivering customer satisfaction, user experience or public service research, particularly where findings need to assess how people experience an application journey.

The procurement is complete and has been awarded. The Security Industry Authority used a selective call-off from a dynamic purchasing system. The tender deadline was 24 July 2024 at 16:00. The contract was awarded to BMG Research Limited on 8 October 2024 for £115,920, with the contract running from 23 October 2024 to 31 March 2027. The awarded supplier is a large organisation. The procurement was identified as suitable for small and medium-sized enterprises, and the requirement was evaluated through the purchasing process used for the dynamic purchasing system. The award is active, and the tender itself is recorded as complete.

For a supplier that did not win, this award provides a clear example of the Security Industry Authority’s demand for structured customer and user research around SIA licensing. A credible future competitor would need the capability to measure satisfaction levels, evaluate end-to-end applicant experience and turn research evidence into findings that a public licensing body can use. Relevant strengths would include robust research design, reliable collection and analysis of feedback from applicants and users, and the ability to report clearly on service experience. The requirement was identified as suitable for SMEs, so specialist independent research agencies may be well placed to compete. Experience of public services, regulated application processes or customer journey evaluation would help demonstrate relevance when this buyer next tests the market.

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Notice Information

Notice Title

Customer Satisfaction Research

Notice Description

This project is to appoint a supplier who can deliver customer and user research in order to measure satisfaction levels and evaluate the experience of individuals applying for an SIA licence.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-b5fd17-ac802535-b5d5-40f8-8747-0dd7bd007378
Publication Source
Contracts Finder
Latest Notice
https://www.contractsfinder.service.gov.uk/Notice/db68e784-6c4d-4ee1-9137-e9985d47d503
Current Stage
Award
All Stages
Award

Procurement Classification

Notice Type
Award Notice
Procurement Type
Dynamic
Procurement Category
Services
Procurement Method
Selective
Procurement Method Details
Call-off from a dynamic purchasing system
Tender Suitability
SME
Awardee Scale
Large

Common Procurement Vocabulary (CPV)

CPV Divisions

79 - Business services: law, marketing, consulting, recruitment, printing and security

CPV Codes

79310000 - Market research services

Notice Value(s)

Tender Value
£115,920 £100K-£500K
Lots Value
Not specified
Awards Value
£115,920 £100K-£500K
Contracts Value
Not specified

Notice Dates

Publication Date
25 Aug 20262 days ago
Submission Deadline
24 Jul 2024Expired
Future Notice Date
Not specified
Award Date
8 Oct 20241 years ago
Contract Period
23 Oct 2024 - 31 Mar 2027 2-3 years
Recurrence
Not specified

Notice Status

Tender Status
Complete
Lots Status
Not Specified
Awards Status
Active
Contracts Status
Not Specified

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
Security Industry Authority
Contact Name
Available with D3 Tenders Premium →
Contact Email
Available with D3 Tenders Premium →
Contact Phone
Available with D3 Tenders Premium →

Buyer Location

Locality
LONDON
Postcode
E14 1UG
Postcode Area
East London
Country
England
Major Region (ITL 1)
TLI London
Basic Region (ITL 2)
TLI4 Inner London - East
Small Region (ITL 3)
TLI42 Tower Hamlets
Delivery Location
Not specified
Local Authority
Tower Hamlets
Electoral Ward
Mile End
Westminster Constituency
Poplar and Limehouse

Supplier Information

Number of Suppliers
1
Supplier Name

BMG Research Ltd

Further Information

Notice Documents

Open Contracting Data Standard (OCDS)

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The Open Contracting Data Standard (OCDS) is a framework designed to increase transparency and access to public procurement data in the public sector. It is widely used by governments and organisations worldwide to report on procurement processes and contracts.

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