Complaints Handling Tracker

Contract summary

Industry

• Market research services - 79310000

Location of contract

SE1 9HA

Value of contract

£114,858

Procurement reference

tender_459437/1414064

Published date

10 October 2024

Closing date

10 September 2024

Closing time

12pm

Contract start date

2 October 2024

Contract end date

26 February 2027

Contract type

Service contract

Procedure type

Other: Mini Competition

Contract is suitable for SMEs?

Yes

Contract is suitable for VCSEs?

Yes

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Description

To track and understand levels of satisfaction with complaints handling on a range of criteria across the main providers* of fixed landline, fixed broadband, mobile and Pay TV services among those who have contacted their provider with a complaint in the six months prior to fieldwork.​

More specifically, we would like to:​
Report on satisfaction with complaint handling within sectors and by provider​.
Report on customer satisfaction by complaint type (i.e. billing and customer service, repairs and installation and service issues) for each of the main providers in each sector​.
Track levels of satisfaction with customer service over time​.

Maintaining continuity: The data provided by subsequent waves of fieldwork should be comparable with CHT data published between 2017 and 2023. While there may be need for caveats, the key purpose of this tracker is to examine trends in levels of customer service in complaints handling and compare complaints handling between communications providers - it is therefore important that agencies are able to demonstrate in their tender how they will maintain comparability with previous years​.

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Award information

Awarded date

1 October 2024

Contract start date

2 October 2024

Contract end date

26 February 2027

Total value of contract

£114,958

This contract was awarded to 1 supplier.

BDRC Continental Ltd. (trading as BVA BDRC)

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About the buyer

Address

2a Southwark Bridge Road
London
SE1 9HA
England

Email

procurementnotice@ofcom.org.uk