An assessment of the BBC First complaints process Research Brief 2023 - 2024
OFCOM · United Kingdom
Key facts
- Contract value
- £71,900
- Awarded
- 18 Dec 2023
- Contract starts
- 18 Jan 2024
- Contract ends
- 29 Nov 2024
- Procedure
- Other - Under threshold ITT
- Buyer type
- Central government
- Source
- Contracts Finder
Awarded to
| Supplier | Value |
|---|---|
| BDRC Continental Ltd trading as BVA BDRC | £71,900 |
Description
The overall objective for the research is to: - Evaluate audience perceptions to the BBC First complaints process with a larger number of mystery complaints than previously used, as well as to understand if improvements have been made.
More specifically, the research will: - Record and track how the mystery shops are processed - Assess the ease of escalating complaint scenarios through the BBC First Process. - Assess the standard of quality of responses from the BBC First system. o Were responses from the BBC easy to understand and in plain English? o Did the response address the complaint directly? o Was the tone of the response felt to be appropriate? - Measure if the BBC is meeting its response timelines: o The BBC aims to respond to Stage 1 complaints within the prescribed timeframe of 10 working days. o The BBC has a target response time of 20 working days for standard Stage 2 complaints and 35 working days for more complex Stage 2 complaints. - Evaluate call handlers' explanations to complainants on how to submit a written response and explain the next steps. - Are certain types or themes of complaint scenarios escalated differently / treated differently? - Evaluate the mystery shoppers experience of the BBC First system
Categories (CPV)
- 79310000 Market research services
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