Customer Experience of ITA messages
Details
- Supplier(s)
- IPSOS MORI UK LIMITED
- Value
- GBP 38,247
- Duration
- 5 months
- Topic
- Research and development services and related consultancy services
- Published
- 4 January 2017
- Source
- ContractsFinder
Tender 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.
Timeline
- Completed: Award date2 November 2016
- Completed: Award published4 January 2017Current notice
- Completed: Contract expiry date31 March 2017
About the buyer
HM Revenue & Customs (HMRC) is a public sector buyer in United Kingdom publishing tenders and awards on Stotles. Explore their procurement activity and find more opportunities like this one.
Relevant CPV codes
- 73000000 · Research and development services and related consultancy services
Decision makers
Connect with the people behind this procurement.
| Contact name | Job title | Phone number | Work email |
|---|---|---|---|
| Head of Procurement | +44 •••• •••••• | ••••••••@hm-revenue-customs-hmrc.gov | |
| Commercial Director | +44 •••• •••••• | ••••••••@hm-revenue-customs-hmrc.gov | |
| Procurement Manager | +44 •••• •••••• | ••••••••@hm-revenue-customs-hmrc.gov | |
| Category Lead | +44 •••• •••••• | ••••••••@hm-revenue-customs-hmrc.gov | |
| Senior Buyer | +44 •••• •••••• | ••••••••@hm-revenue-customs-hmrc.gov | |
| Contracts Manager | +44 •••• •••••• | ••••••••@hm-revenue-customs-hmrc.gov |
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