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| Source: | Contracts Finder |
| Notice Type: | Award notice |
| Buyer: | OFCOM |
| Main Category: | Services |
| Procurement Method: | Other - Mini Competition |
| Tender Status: | Closed |
Pipeline status
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Application Deadline
10 September 2024
Closed
Estimated Value
£114,858
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| Release Date: | 10 October 2024 |
| Application Deadline: | 10 September 2024 |
| Contract Start Date: | 1 October 2024 |
| Contract End Date: | 26 February 2027 |
| Contract Duration: | 2.4 years |
| Procurement ID (OCID): | ocds-b5fd17-4f833657-072e-4f71-9947-388748c61435 |
| Notice Reference: | 6049c78b-325b-4187-b98d-1c81380887e4-792982 |
View Original Notice
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Awarded to
| Award value: | £114,958 |
| Award decision date: | 30 September 2024 |
| Award status: | Active |
To track and understand levels of satisfaction with complaints handling on a range of criteria across the main providers* of fixed landline, fixed broadband, mobile and Pay TV services among those who have contacted their provider with a complaint in the six months prior to fieldwork. More specifically, we would like to: Report on satisfaction with complaint handling within sectors and by provider. Report on customer satisfaction by complaint type (i.e. billing and customer service, repairs and installation and service issues) for each of the main providers in each sector. Track levels of satisfaction with customer service over time. Maintaining continuity: The data provided by subsequent waves of fieldwork should be comparable with CHT data published between 2017 and 2023. While there may be need for caveats, the key purpose of this tracker is to examine trends in levels of customer service in complaints handling and compare complaints handling between communications providers - it is therefore important that agencies are able to demonstrate in their tender how they will maintain comparability with previous years.
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