---
title: "Webchat Customer Research"
ocid: "ocds-b5fd17-54021b9e-0557-440b-864d-20109ec3f8bc"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-54021b9e-0557-440b-864d-20109ec3f8bc"
markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-54021b9e-0557-440b-864d-20109ec3f8bc.md"
json_url: "https://d3tenders.com/contract/ocds-b5fd17-54021b9e-0557-440b-864d-20109ec3f8bc.json"
source: "Contracts Finder"
current_stage: "Award"
buyer: "H M REVENUE & CUSTOMS"
published: "2016-12-13"
---

# Webchat Customer Research

Buyer: H M REVENUE & CUSTOMS  
Current stage: Award  
OCID: ocds-b5fd17-54021b9e-0557-440b-864d-20109ec3f8bc

[View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-b5fd17-54021b9e-0557-440b-864d-20109ec3f8bc)  
[Download OCDS JSON](https://d3tenders.com/contract/ocds-b5fd17-54021b9e-0557-440b-864d-20109ec3f8bc.json)

## Summary

The procurement process for the "Webchat Customer Research" project initiated by H M Revenue & Customs, a distinguished agency located at 100 Parliament Street, London, involves qualitative research aimed at analysing customer interactions with webchat services. This tender, classified under Research and Development Services (CPV code 73000000), reached its end date for submissions on 17 November 2016 and followed a tender approach. The contract for this assignment, valued at £29,542, commenced on 24 November 2016 and is due to conclude on 31 July 2017.

This opportunity is particularly suited to small and medium-sized enterprises (SMEs) specialising in market research and consultancy services, especially those with expertise in digital customer engagement and experience analysis. Businesses that can conduct thorough qualitative research to understand user experiences and expectations surrounding digital communications, such as webchat, would benefit greatly from competing for this contract. Given the project's focus on enhancing customer service through innovative research, it presents a pathway for companies aiming to expand their influence within the public sector.

## Notice

Assignment under the Market Research MR130001 Agreement Contract. This qualitative research will look to understand customers' use and experience of webchats, and consider how far this aligns with their expectations and requirements. Specifically, it will look to explore and understand: * The reasons why customers use HMRC's webchat; * How webchat fits into the customer journey; * Customer experience of HMRC's webchat, and how this compares with their expectations; * Barriers to use of webchat; and * Any connections between webchat and the Personal Tax Account.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Contracts Finder |
| Latest notice | https://www.contractsfinder.service.gov.uk/Notice/8fbe48b9-977e-4adc-a41a-20fdfa9a527e |
| Notice type | Award Notice |
| Procurement type | Standard |
| Procurement category | Not specified |
| Procurement method | Not Specified |
| Procurement method details | Not applicable |
| Tender suitability | SME |
| Awardee scale | Large |
| All stages | Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 13 Dec 2016 |
| Submission deadline | 17 Nov 2016 |
| Future notice date | Not specified |
| Award date | 15 Nov 2016 |
| Contract period | 24 Nov 2016 - 31 Mar 2017 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £29,542 |
| Lots value | Not specified |
| Awards value | £29,542 |
| Contracts value | Not specified |

## Status

| Field | Value |
| --- | --- |
| Tender status | Complete |
| Lots status | Not specified |
| Awards status | Active |
| Contracts status | Not specified |

## Buyer

| Field | Value |
| --- | --- |
| Main buyer | H M REVENUE & CUSTOMS |
| Locality | LONDON |
| Post town | South West London |
| Postcode | SW1A 2BQ |
| Country | England |
| ITL 1 | TLI London |
| ITL 2 | TLI3 Inner London - West |
| ITL 3 | TLI35 Westminster and City of London |
| Local authority | Westminster |
| Electoral ward | St James's |
| Westminster constituency | Cities of London and Westminster |
| Delivery location | Not specified |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | IPSOS MORI |

## CPV Codes

### Divisions

- 73 - Research and development services and related consultancy services

### Codes

- 73000000 - Research and development services and related consultancy services

## Release History

- 13 Dec 2016 at 13:53 - AwardUpdate - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/8fbe48b9-977e-4adc-a41a-20fdfa9a527e
- 13 Dec 2016 at 11:49 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/8fbe48b9-977e-4adc-a41a-20fdfa9a527e

## Documents

- https://www.contractsfinder.service.gov.uk/Notice/8fbe48b9-977e-4adc-a41a-20fdfa9a527e
  13th December 2016 - Awarded contract notice on Contracts Finder
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/9b75bf70-b2a6-4c79-ad07-1346e440a476
  Webchat Customer Research - redacted SO

## Provenance

This Markdown file is an alternate public rendering of the D3 Tenders contract record. The canonical page is https://d3tenders.com/contract/?ocid=ocds-b5fd17-54021b9e-0557-440b-864d-20109ec3f8bc. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-54021b9e-0557-440b-864d-20109ec3f8bc.json.