Customer research on billing
The value below is a framework or dynamic market ceiling: the maximum
that could be spent across all call-offs, not the value of a single contract.
Aggregate figures on this site exclude these to avoid double counting.
key details
| Value | £123,000 |
|---|---|
| Status | complete |
| Category (CPV) | 79311200 |
| Region | Wales |
| Deadline | 19 Sept 2024 |
| Contract start | 1 Oct 2024 |
| Contract end | 30 Sept 2025 |
| Procedure | selective |
| SME suitable | Yes |
| OCID | ocds-b5fd17-f3d56057-1452-40ba-b2f7-845ce5d0ca22 |
Award
| Supplier | Value | Date | Status |
|---|---|---|---|
| Thinks Insight & Strategy | £123,000 | 2 Oct 2024 | active |
description
The broad aims of this research are to:
- Understand more about the reasons for of billing contacts and complaints, and the customer journeys when engaging with companies about billing issues.
- Capture the experiences of some of what might be classed as the 'worst served customers' in relation to billing and to understand the causes, factors and experiences that cause the most harm.
- Consider the range of customer experience as they apply to: 1) different companies (this may include variations within companies as well as between companies) and organisations; 2) customers in different circumstances (for example, socio-demographics, vulnerable customers, customers struggling financially).
- Identify any recommendations, learning or good practice in the handling of billing problems that can be used to inform Ofwat's licence condition guidance or wider work. Examples of learning or good practice may relate to communications, support, timing or other aspects of the customer journey and complaint handling.
notice history
1 notice published against this procurement.
| Published | Type | Regime | Notice |
|---|---|---|---|
| 29 Oct 2024 | Award (award) | · | 7dd29ea5-aa86-4293-91ca-15ddc8e36a1b-797927 |
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source
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