An assessment of the BBC First complaints process Research Brief 2023 - 2024
Reference ocds-b5fd17-afa35b0c-3610-447b-9637-230730be7ba8 · OFCOM
Awarded to BDRC CONTINENTAL LIMITED for £71,900.
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Amounts and figures
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? …
Awards
| Awarded to | Amount | Date |
|---|---|---|
| BDRC CONTINENTAL LIMITED | £71,900 | 18 December 2023 |
Official publications
| Medium | Reference | Date |
|---|---|---|
| FTS | 15c35960-97a5-4695-ac6b-8dac9dc7b42b-726606 | 26 February 2024 |
| Contracts Finder | 15c35960-97a5-4695-ac6b-8dac9dc7b42b-726606 | 26 February 2024 |
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Frequently asked questions
- What is the deadline to bid for this tender?
- The submission deadline is 15 November 2023, 17:00. Check the official source, as dates can be modified.
- What is the estimated value of this tender?
- The estimated value published by the buyer is £71,900.
- Who is the buyer of this tender?
- The contracting authority is OFCOM (United Kingdom).
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