Customer Experience of ITA messages
key details
| Value | £38,247 |
|---|---|
| Status | complete |
| Category (CPV) | 73000000 |
| Deadline | 2 Nov 2016 |
| Contract start | 15 Dec 2016 |
| Contract end | 31 Mar 2017 |
| SME suitable | Yes |
| OCID | ocds-b5fd17-95c8b071-9844-4570-9767-eaf7f02f7c2d |
Award
| Supplier | Value | Date | Status |
|---|---|---|---|
| Ipsos MORI | £38,247 | 2 Nov 2016 | active |
description
Assignment under the Market Research MR130001 Agreement Contract.
This qualitative research will look to understand customers' experience of Intelligent Telephony Automation (ITA) on various HMRC helplines. In particular, it will seek to understand:
| • | How well automated messages meet customer need and how satisfied customers are with the information received; |
| • | Whether customers who hang up following an ITA message have had their query resolved; and |
| • | The effectiveness of ITA messages in encouraging customers to self-serve for future queries. |
notice history
1 notice published against this procurement.
| Published | Type | Regime | Notice |
|---|---|---|---|
| 4 Jan 2017 | Award (award) | · | 98a7c71e-2967-4576-8096-4dcc383dc99a-123258 |
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source
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