What the buyer wrote
Assignment under the Market Research MR130001 Agreement Contract. This qualitative research will look to understand customers' use and experience of webchats, and consider how far this aligns with their expectations and requirements. Specifically, it will look to explore and understand: • The reasons why customers use HMRC's webchat; • How webchat fits into the customer journey; • Customer experience of HMRC's webchat, and how this compares with their expectations; • Barriers to use of webchat; and • Any connections between webchat and the Personal Tax Account.
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
- Webchat Customer Research
- How they are buying
- The buyer did not say
- Suitable for small firms
- The buyer says yes. What that is worth
- Work starts
- 24 Nov 2016
- Work ends
- 31 Mar 2017
- Kind of work
- Research, evaluation and insight
Who the buyer named
e.procurement@hmrc.gsi.gov.uk was the named contact on this notice.