1617CTS03 Mass Market Customer Survey: Qualitative research to understand customer experience of the acceptability of the time taken to reach end results
What the buyer wrote
This research with individuals, small businesses and agents aims to understand the causes, the initial expectations and priorities, behind dissatisfaction with time taken to resolve queries raised with HMRC. This was identified as a primary area for improvement following the 2015 Mass Market Customer Survey. This research is amongst customers who had reported negative experiences, and the results will be used to improve HMRC's service and customers' experience of dealing with it. Additional information: This contract was let following a mini competition within the DWP Social and Economic Research Framework 2013
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Awarded to
Details
- What the buyer calls it
- 1617CTS03 Mass Market Customer Survey: Qualitative research to understand customer experience of the acceptability of the time taken to reach end results
- How they are buying
- The buyer did not say
- Type
- services
- Suitable for small firms
- The buyer says yes. What that is worth
- Work starts
- 16 Jun 2016
- Work ends
- 3 Oct 2016
- Kind of work
- Research, evaluation and insight
Who the buyer named
Michelle Walker was the named contact on this notice.