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| Source: | Contracts Finder |
| Notice Type: | Award notice |
| Buyer: | OFCOM |
| Main Category: | Services |
| Procurement Method: | Other - Under threshold ITT |
| Tender Status: | Closed |
Pipeline status
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Application Deadline
15 November 2023
Closed
Estimated Value
£71,900.4
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Book a free consultation →| Estimated Value (ex. VAT): | £71,900.4 |
| Release Date: | 26 February 2024 |
| Application Deadline: | 15 November 2023 |
| Contract Start Date: | 18 January 2024 |
| Contract End Date: | 29 November 2024 |
| Contract Duration: | 11 months |
| Procurement ID (OCID): | ocds-b5fd17-afa35b0c-3610-447b-9637-230730be7ba8 |
| Notice Reference: | 15c35960-97a5-4695-ac6b-8dac9dc7b42b-726606 |
View Original Notice
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Awarded to
| Award value: | £71,900.4 |
| Award decision date: | 18 December 2023 |
| Award status: | Active |
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
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