An assessment of the BBC First complaints process Research Brief 2023 - 2024
key details
| Value | £71,900 |
|---|---|
| Status | complete |
| Category (CPV) | 79310000 |
| Region | London |
| Deadline | 15 Nov 2023 |
| Contract start | 18 Jan 2024 |
| Contract end | 29 Nov 2024 |
| SME suitable | Yes |
| OCID | ocds-b5fd17-afa35b0c-3610-447b-9637-230730be7ba8 |
Award
| Supplier | Value | Date | Status |
|---|---|---|---|
| BDRC Continental Ltd (trading as BVA BDRC) | £71,900 | 18 Dec 2023 | active |
description
The overall objective for the research is to:
- Evaluate audience perceptions to the BBC First complaints process with a larger number of mystery complaints than previously used, as well as to understand if improvements have been made.
More specifically, the research will:
| - | Record and track how the mystery shops are processed |
| - | Assess the ease of escalating complaint scenarios through the BBC First Process. |
| - | Assess the standard of quality of responses from the BBC First system. |
| o | Were responses from the BBC easy to understand and in plain English? |
| o | Did the response address the complaint directly? |
| o | Was the tone of the response felt to be appropriate? |
| - | Measure if the BBC is meeting its response timelines: |
| o | The BBC aims to respond to Stage 1 complaints within the prescribed timeframe of 10 working days. |
| o | The BBC has a target response time of 20 working days for standard Stage 2 complaints and 35 working days for more complex Stage 2 complaints. |
| - | Evaluate call handlers' explanations to complainants on how to submit a written response and explain the next steps. |
| - | Are certain types or themes of complaint scenarios escalated differently / treated differently? |
| - | Evaluate the mystery shoppers experience of the BBC First system |
notice history
1 notice published against this procurement.
| Published | Type | Regime | Notice |
|---|---|---|---|
| 26 Feb 2024 | Award (award) | · | 15c35960-97a5-4695-ac6b-8dac9dc7b42b-726606 |
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source
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