What the buyer wrote
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.
Bid for this and lost? There is a short window in which the decision can be questioned.
Awarded to
Details
- What the buyer calls it
- Customer Experience of ITA messages
- How they are buying
- The buyer did not say
- Suitable for small firms
- The buyer says yes. What that is worth
- Work starts
- 15 Dec 2016
- Work ends
- 31 Mar 2017
- Kind of work
- Research, evaluation and insight
Who the buyer named
Liam Osborn was the named contact on this notice.