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Institute for Customer Service Membership

UNITED KINGDOM NATIONAL NUCLEAR LABORATORY LIMITED

This public procurement record has 1 release in its history.

Award

25 Aug 2026 at 13:14

UK7 - Contract Details Notice
Summary of the contracting process

United Kingdom National Nuclear Laboratory Limited procured membership of the Institute of Customer Service. The service supports continuous improvement in customer service and organisational excellence. It includes access to the UK Customer Satisfaction Index, allowing the laboratory to benchmark customer performance against recognised national standards and maintain consistent historical comparisons, performance data and trend analysis. Membership also provides independent research, specialist training, best-practice resources and access to a professional network. The requirement is for professional organisation services, covering the United Kingdom. The buyer is based in Warrington and the selected supplier, the Institute of Customer Service, is based in London. This is a single service requirement focused on customer experience capability, benchmarking and embedding a culture of service excellence across the laboratory.

The procurement is complete and the contract was awarded to the Institute of Customer Service. The award date was 10 August 2026, and the contract was signed on the same date. The contract runs from 1 February 2027 to 31 January 2032, with a gross value of £54,000. It covers one lot. United Kingdom National Nuclear Laboratory Limited used a below-threshold direct award without competition under the light-touch regime. The award is active and the contract is active. The service was evaluated and awarded as a single membership requirement rather than through a competitive tender. The selected supplier is an SME. The contract provides continuity of the laboratory’s Institute of Customer Service membership and associated benchmarking, research, training, resources and professional-network access.

This procurement demonstrates established demand from the UK National Nuclear Laboratory for a specialist customer-service membership rather than a general consultancy or training contract. A credible future supplier would need a recognised customer-service benchmarking offer, the ability to provide reliable longitudinal performance data, and relevant research and best-practice resources. Experience in delivering specialist training and supporting customer-experience capability would also be important, alongside access to a professional network that can support service improvement across a complex organisation. The requirement favours an organisation able to maintain continuity of benchmarking and trend analysis over time, while helping embed service excellence throughout the buyer. Suppliers with a comparable national customer-satisfaction index, established methodologies and a proven membership or professional-services model would be best placed to compete if this requirement returns.

How relevant is this notice?

Notice Information

Notice Title

Institute for Customer Service Membership

Notice Description

Membership of The Institute of Customer Service supports UKNNL's commitment to continuous customer service improvement and excellence. The Institute is the provider of the UK Customer Satisfaction Index (UKCSI), enabling UKNNL to benchmark customer performance against recognised national standards. Continuity of membership maintains UKNNL's established benchmarking history and ensures consistency of performance data and trend analysis over time. The membership also provides access to independent research, specialist training, best practice resources and a professional network aligned to UKNNL's requirements. These benefits support the ongoing development of customer experience capability and the embedding of a culture of service excellence across the organisation.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-h6vhtk-06eb93
Publication Source
Find A Tender Service
Latest Notice
https://www.find-tender.service.gov.uk/Notice/080844-2026
Current Stage
Award
All Stages
Award

Procurement Classification

Notice Type
UK7 - Contract Details Notice
Procurement Type
Standard
Procurement Category
Services
Procurement Method
Direct
Procurement Method Details
Below threshold - without competition
Tender Suitability
Not specified
Awardee Scale
SME

Common Procurement Vocabulary (CPV)

CPV Divisions

98 - Other community, social and personal services

CPV Codes

98112000 - Services furnished by professional organisations

Notice Value(s)

Tender Value
Not specified
Lots Value
Not specified
Awards Value
Not specified
Contracts Value
£54,000 Under £100K

Notice Dates

Publication Date
25 Aug 2026Yesterday
Submission Deadline
Not specified
Future Notice Date
Not specified
Award Date
10 Aug 20262 weeks ago
Contract Period
1 Feb 2027 - 31 Jan 2032 Over 5 years
Recurrence
Not specified

Notice Status

Tender Status
Complete
Lots Status
Complete
Awards Status
Active
Contracts Status
Active

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
UNITED KINGDOM NATIONAL NUCLEAR LABORATORY LIMITED
Contact Name
Available with D3 Tenders Premium →
Contact Email
Available with D3 Tenders Premium →
Contact Phone
Available with D3 Tenders Premium →

Buyer Location

Locality
WARRINGTON
Postcode
WA3 6AE
Postcode Area
Warrington
Country
England
Major Region (ITL 1)
TLD North West (England)
Basic Region (ITL 2)
TLD6 Cheshire
Small Region (ITL 3)
TLD61 Warrington
Delivery Location
Not specified
Local Authority
Warrington
Electoral Ward
Birchwood
Westminster Constituency
Warrington North

Supplier Information

Number of Suppliers
1
Supplier Name

INSTITUTE OF CUSTOMER SERVICE

Further Information

Notice Documents

Open Contracting Data Standard (OCDS)

View full OCDS Record for this contracting process

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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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