1617BC02 Customer experiences and behaviours during tax credits disputes and complaints
key details
| Value | £38,912 |
|---|---|
| Status | complete |
| Category (CPV) | 73100000 |
| Region | London |
| Deadline | 27 May 2016 |
| Contract start | 14 Jun 2016 |
| Contract end | 31 Mar 2017 |
| SME suitable | Yes |
| OCID | ocds-b5fd17-7fdd165c-44f3-4b25-a7b3-55fd47ea2ab1 |
Award
| Supplier | Value | Date | Status |
|---|---|---|---|
| Ipsos MORI | £38,912 | 8 Jun 2016 | active |
description
The research would aim to better understand customer behaviours during the tax credits disputes and complaints process including any trigger points and customer support needs at different stages of the tax credits cycle from which we can develop future operational initiatives and service improvements.
This research will be conducted with tax credit customers who have experienced the tax credits complaints, disputes and/or mandatory reconsideration process
The key aims of the research are to gain insight into:
| • | Customer journeys into disputes, complaints and/or mandatory reconsideration processes |
| • | The causes of customer dissatisfaction |
| • | What service improvements are needed |
| • | Customer support needs |
Additional information: This contract was let as part of a mini-competition within the DWP Social and Economic Research Framework 2013
notice history
1 notice published against this procurement.
| Published | Type | Regime | Notice |
|---|---|---|---|
| 5 Jan 2017 | Award (award) | · | 93da4bd3-ae86-496e-97b4-bbc569de39e4-122962 |
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source
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