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    ContractsUK Customer Satisfaction Index Data and Discovery Roadmap Membership
    Awarded contract

    UK Customer Satisfaction Index Data and Discovery Roadmap Membership

    Awarded
    £63.1k
    Published 10 Aug 2026

    Three-year UK Customer Satisfaction Index and Discovery Roadmap membership with twice-yearly bespoke analysis and public sector benchmarking for DVLA.

    🇬🇧United Kingdom· WalesPublished 10 Aug 2026· 2 months agoviaFind a Tender
    Awarded
    £63.1k
    Published 10 Aug 2026

    Decision brief

    4 fields
    • Contract value
      £63,100
      Pounds sterling
    • Closing date
      Not published
      No closing date published
    • Sector
      Professional Services
      Browse related listings
    • Location
      🇬🇧United Kingdom
      Wales

    Suppliers

    1 supplier
    • IC
      Institute of Customer Service (ICS)
    Lead contractor

    Lifecycle

    Awarded

    Contract awarded. Originally published 2 months ago.

    10 August 2026
    Awarded — no open tender advertised

    Brief

    DVLA is seeking a three-year membership with the Institute of Customer Service (ICS) to receive the UK Customer Satisfaction Index (UKCSI) analysis twice yearly (January and July). This membership will provide bespoke analysis covering DVLA's website, non-website, and overall services, enabling the organisation to benchmark customer satisfaction performance against other public and private sector organisations, including top performers and the Public Services National sector average. The Discovery Roadmap membership includes access to Public Services National Sector Reports, customer and employee benchmarking surveys, trust research, training, and sector engagement opportunities. This data is essential for supporting DVLA's performance monitoring, external reporting requirements (including Customer Service Excellence certification), and strategic objectives. As ICS is the sole provider of UKCSI research, this contract ensures consistency with historical data and enables accurate year-on-year performance comparison.

    Track record

    2 awards · 2 winners
    Thin record

    Only 2 prior awards here — too little to read.

    In this category, Driver and Vehicle Licensing Agency has awarded 2 contracts to 2 suppliers.

    Who wins here
    1. Institute of Customer Service (ICS)1× · 50%
    2. FEC Nener Ltd1× · 50%

    Across this category, the most active winners are ATKINSALTRAD, Marston Holdings Ltd, BMBC — the field to beat, or your route in as a partner.

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    Take action
    View on sourceFind a Tender

    Award notice and full record on the publisher's site

    Publisher
    UK Cabinet Office
    Licence
    OGL v3.0
    Source
    find-tender.service.gov.uk
    Record ID
    ocds-h6vhtk-06dfd4

    Your fit

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    This went to Institute of Customer Service (ICS). Sonar reads Driver and Vehicle Licensing Agency's work like this against your business — who holds it, and whether you could compete or partner next time.

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    DV
    Buyer
    Driver and Vehicle Licensing Agency
    Sector
    Professional Services