Webchat Customer Research
key details
| Value | £29,542 |
|---|---|
| Status | complete |
| Category (CPV) | 73000000 |
| Deadline | 17 Nov 2016 |
| Contract start | 24 Nov 2016 |
| Contract end | 31 Mar 2017 |
| SME suitable | Yes |
| OCID | ocds-b5fd17-54021b9e-0557-440b-864d-20109ec3f8bc |
Award
| Supplier | Value | Date | Status |
|---|---|---|---|
| Ipsos Mori | £29,542 | 15 Nov 2016 | active |
description
Assignment under the Market Research MR130001 Agreement Contract.
This qualitative research will look to understand customers' use and experience of webchats, and consider how far this aligns with their expectations and requirements. Specifically, it will look to explore and understand:
| • | The reasons why customers use HMRC's webchat; |
| • | How webchat fits into the customer journey; |
| • | Customer experience of HMRC's webchat, and how this |
compares with their expectations;
| • | Barriers to use of webchat; and |
| • | Any connections between webchat and the Personal Tax |
Account.
notice history
1 notice published against this procurement.
| Published | Type | Regime | Notice |
|---|---|---|---|
| 13 Dec 2016 | Award update (awardUpdate) | · | 8fbe48b9-977e-4adc-a41a-20fdfa9a527e-120947 |
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source
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