Award

Complaints Handling Tracker

OFCOM

This public procurement record has 1 release in its history.

Award

10 Oct 2024 at 14:42

Award Notice
Summary of the contracting process

The contracting authority, OFCOM, has completed the procurement process for a "Complaints Handling Tracker" project, aimed at evaluating customer satisfaction with complaints handling across major providers of fixed landline, broadband, mobile, and Pay TV services. This project falls under the market research services industry category (CPV: 79310000) and targets the London region, specifically with delivery addresses in SE1 9HA. The procurement stage is at the Award phase, with the contract being awarded to BDRC Continental Ltd., trading as BVA BDRC, on 1st October 2024, with the contract starting from 2nd October 2024, and running until 26th February 2027. The project was procured through a mini competition process, with the entire tender value standing at £114,858 GBP, and the contract sum of £114,958 GBP.

This tender presents substantial opportunities for businesses involved in market research, especially those focused on customer satisfaction surveys and complaint handling analysis. Small and medium-sized enterprises (SMEs) and voluntary, community and social enterprises (VCSEs) will find this project particularly suited to their capabilities, given the contract's emphasis on maintaining data continuity and trend analysis in customer service. Companies equipped to handle longitudinal tracking and sophisticated data analysis are poised to benefit from participation in this competitive procurement environment.

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Notice Information

Notice Title

Complaints Handling Tracker

Notice 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 .

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-b5fd17-4f833657-072e-4f71-9947-388748c61435
Publication Source
Contracts Finder
Latest Notice
https://www.contractsfinder.service.gov.uk/Notice/6049c78b-325b-4187-b98d-1c81380887e4
Current Stage
Award
All Stages
Award

Procurement Classification

Notice Type
Award Notice
Procurement Type
Standard
Procurement Category
Services
Procurement Method
Not Specified
Procurement Method Details
Other - Mini Competition
Tender Suitability
SME, VCSE
Awardee Scale
SME

Common Procurement Vocabulary (CPV)

CPV Divisions

79 - Business services: law, marketing, consulting, recruitment, printing and security

CPV Codes

79310000 - Market research services

Notice Value(s)

Tender Value
£114,858 £100K-£500K
Lots Value
Not specified
Awards Value
£114,958 £100K-£500K
Contracts Value
Not specified

Notice Dates

Publication Date
10 Oct 20241 years ago
Submission Deadline
10 Sep 2024Expired
Future Notice Date
Not specified
Award Date
30 Sep 20241 years ago
Contract Period
1 Oct 2024 - 26 Feb 2027 2-3 years
Recurrence
Not specified

Notice Status

Tender Status
Complete
Lots Status
Not Specified
Awards Status
Active
Contracts Status
Not Specified

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
OFCOM
Contact Name
Available with D3 Tenders Premium →
Contact Email
Available with D3 Tenders Premium →
Contact Phone
Available with D3 Tenders Premium →

Buyer Location

Locality
LONDON
Postcode
SE1 9HA
Post Town
South East London
Country
England
Major Region (ITL 1)
TLI London
Basic Region (ITL 2)
TLI4 Inner London - East
Small Region (ITL 3)
TLI44 Lewisham and Southwark
Delivery Location
TLI London
Local Authority
Southwark
Electoral Ward
Borough & Bankside
Westminster Constituency
Bermondsey and Old Southwark

Supplier Information

Number of Suppliers
1
Supplier Name

BDRC CONTINENTAL LTD. (TRADING AS BVA BDRC

Further Information

Notice Documents

Open Contracting Data Standard (OCDS)

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