Customer research on billing

Contract summary

Industry

• Survey conduction services - 79311200

Location of contract

England, Wales

Value of contract

£123,000

Procurement reference

PROC.0012

Published date

29 October 2024

Closing date

19 September 2024

Closing time

12pm

Contract start date

1 October 2024

Contract end date

30 September 2025

Contract type

Service contract

Procedure type

Call-off from a dynamic purchasing system

Contract is suitable for SMEs?

Yes

Contract is suitable for VCSEs?

No

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Description

The broad aims of this research are to:
- Understand more about the reasons for of billing contacts and complaints, and the customer journeys when engaging with companies about billing issues.
- Capture the experiences of some of what might be classed as the 'worst served customers' in relation to billing and to understand the causes, factors and experiences that cause the most harm.
- Consider the range of customer experience as they apply to: 1) different companies (this may include variations within companies as well as between companies) and organisations; 2) customers in different circumstances (for example, socio-demographics, vulnerable customers, customers struggling financially).
- Identify any recommendations, learning or good practice in the handling of billing problems that can be used to inform Ofwat's licence condition guidance or wider work. Examples of learning or good practice may relate to communications, support, timing or other aspects of the customer journey and complaint handling.

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Award information

Awarded date

3 October 2024

Contract start date

4 October 2024

Contract end date

30 September 2025

Total value of contract

£123,000

This contract was awarded to 1 supplier.

Thinks Insight & Strategy

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About the buyer

Address

7 Hill Street
BIRMINGHAM
B54UA
England

Telephone

07584339198 ext 4444

Email

Procurement@ofwat.gov.uk