Customer Experience of ITA messages
H M REVENUE & CUSTOMS · United Kingdom
Key facts
- Contract value
- £38,247
- Awarded
- 02 Nov 2016
- Contract starts
- 15 Dec 2016
- Contract ends
- 31 Mar 2017
- Procedure
- Not applicable
- Buyer type
- Central government
Awarded to
| Supplier | Value |
|---|---|
| Ipsos Mori | £38,247 |
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.
Categories (CPV)
- 73000000 Research and development services and related consultancy services
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