1617BC02 Customer experiences and behaviours during tax credits disputes and complaints
H M REVENUE & CUSTOMS · United Kingdom
Key facts
- Contract value
- £38,912
- Awarded
- 08 Jun 2016
- Contract starts
- 13 Jun 2016
- Contract ends
- 31 Mar 2017
- Procedure
- Other -
- Buyer type
- Central government
Awarded to
| Supplier | Value |
|---|---|
| Ipsos Mori | £38,912 |
Description
The research would aim to better understand customer behaviours during the tax credits disputes and complaints process including any trigger points and customer support needs at different stages of the tax credits cycle from which we can develop future operational initiatives and service improvements.
This research will be conducted with tax credit customers who have experienced the tax credits complaints, disputes and/or mandatory reconsideration process
The key aims of the research are to gain insight into: ⢠Customer journeys into disputes, complaints and/or mandatory reconsideration processes ⢠The causes of customer dissatisfaction ⢠What service improvements are needed ⢠Customer support needs
Additional information: This contract was let as part of a mini-competition within the DWP Social and Economic Research Framework 2013
Categories (CPV)
- 73100000 Research and experimental development services
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