Award

An assessment of the BBC First complaints process Research Brief 2023 - 2024

OFCOM

This public procurement record has 1 release in its history.

Award

26 Feb 2024 at 14:09

Award Notice
Summary of the contracting process

The buying organization, OFCOM, has awarded a contract for market research services titled "An assessment of the BBC First complaints process Research Brief 2023 - 2024". The contract, valued at GBP 71,900.4, was awarded to BDRC Continental Ltd. The procurement stage was an open tender with a closing date of November 15, 2023. The contract period is from January 18, 2024, to November 29, 2024. The contract location is in London, United Kingdom, and falls under the services category.

This procurement opportunity by OFCOM for market research services presents business growth prospects for companies well-versed in conducting audience perception evaluations and mystery shopping exercises. Businesses adept at assessing complaint processes, response quality, and compliance with response timelines in the broadcasting industry would find this tender suited to their expertise. Furthermore, companies with experience in call handler training and evaluation of customer service practices may also excel in this opportunity.

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Notice Information

Notice Title

An assessment of the BBC First complaints process Research Brief 2023 - 2024

Notice 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

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-b5fd17-afa35b0c-3610-447b-9637-230730be7ba8
Publication Source
Contracts Finder
Latest Notice
https://www.contractsfinder.service.gov.uk/Notice/15c35960-97a5-4695-ac6b-8dac9dc7b42b
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 - Under threshold ITT
Tender Suitability
SME, VCSE
Awardee Scale
Large

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
£71,900 Under £100K
Lots Value
Not specified
Awards Value
£71,900 Under £100K
Contracts Value
Not specified

Notice Dates

Publication Date
26 Feb 20241 years ago
Submission Deadline
15 Nov 2023Expired
Future Notice Date
Not specified
Award Date
18 Dec 20232 years ago
Contract Period
18 Jan 2024 - 29 Nov 2024 6-12 months
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)

View full OCDS Record for this contracting process

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The Open Contracting Data Standard (OCDS) is a framework designed to increase transparency and access to public procurement data in the public sector. It is widely used by governments and organisations worldwide to report on procurement processes and contracts. 

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