Scope
Description
The requirement is for the provision of services to design, deliver, and report on a customer feedback survey for NPL.
Pilot Survey
Develop and administer a pilot questionnaire to test quality, clarity, and response rates.
Analyse pilot data and provide recommendations for improvements.
Participate in a gate review to assess data quality and return rates before proceeding to the main survey.
Main Survey
Implement the revised questionnaire following the pilot review.
Collect and analyse responses to generate quantifiable metrics.
Produce a comprehensive report summarising findings, including customer engagement, satisfaction, impact on client outcomes, and communication effectiveness.
Provide actionable insights for continuous improvement.
Supply Requirements:
Surveys must be delivered digitally (online platform) with secure data handling compliant with UK GDPR.
Supplier must provide project management, data analysis, and reporting services.
All outputs to be supplied in agreed formats (e.g., Excel datasets, PDF reports).
Contract 2
Supplier
Contract value
- £52,950 excluding VAT
- £63,540 including VAT
Below the relevant threshold
Award decision date
24 November 2025
Earliest date the contract will be signed
18 February 2026
Contract dates (estimated)
- 18 February 2026 to 18 October 2026
- 8 months, 1 day
Main procurement category
Services
CPV classifications
- 38000000 - Laboratory, optical and precision equipments (excl. glasses)
- 79000000 - Business services: law, marketing, consulting, recruitment, printing and security
Contract locations
- UK - United Kingdom
Information about tenders
- 8 tenders received
- 8 tenders assessed in the final stage:
- 8 submitted by small and medium-sized enterprises (SME)
- 0 submitted by voluntary, community and social enterprises (VCSE)
- 1 supplier awarded contracts
- 7 suppliers unsuccessful (details included for contracts over £5 million)
Procedure
Procedure type
Below threshold - open competition
Supplier
Pye Tait Ltd
5 Merus Court, Meridian Business Park
LEICESTER
LE19 1RJ
United Kingdom
Email: n.charleton@pyetait.com
Region: UKF22 - Leicestershire CC and Rutland
Small or medium-sized enterprise (SME): No
Voluntary, community or social enterprise (VCSE): No
Contract 2
Contracting authority
NPL Management Limited
- Companies House: 02937881
- Public Procurement Organisation Number: PYDB-8862-JBYM
National Physical Laboratory
Teddington
TW11 0LW
United Kingdom
Email: etenders@npl.co.uk
Website: http://www.npl.co.uk
Region: UKI75 - Hounslow and Richmond upon Thames
Organisation type: Public undertaking (commercial organisation subject to public authority oversight)