Published date: 26 February 2024

Awarded contract - This means that the contract has been awarded to a supplier.


Closing: 15 November 2023, 5pm

Contract summary

Industry

  • Market research services - 79310000

Location of contract

London

Value of contract

£71,900.40

Procurement reference

tender_394233/1299419

Published date

26 February 2024

Closing date

15 November 2023

Closing time

5pm

Contract start date

18 January 2024

Contract end date

29 November 2024

Contract type

Service contract

Procedure type

Other: Under threshold ITT

Contract is suitable for SMEs?

Yes

Contract is suitable for VCSEs?

Yes

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

Award information

Awarded date

18 December 2023

Contract start date

18 January 2024

Contract end date

29 November 2024

Total value of contract

£71,900.40

This contract was awarded to 1 supplier.

BDRC Continental Ltd (trading as BVA BDRC)

Address

12-20 Baron Street, London, N1 9LL

Reference

Companies House number: 02578457

Supplier is SME?

No

Supplier is VCSE?

No

About the buyer

Address

Riverside House, 2a Southwark Bridge Road
London
SE1 9HA
England

Email

procurementnotice@ofcom.org.uk

Website

https://ofcom.bravosolution.co.uk