---
title: "An assessment of the BBC First complaints process Research Brief 2023 - 2024"
ocid: "ocds-b5fd17-afa35b0c-3610-447b-9637-230730be7ba8"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-afa35b0c-3610-447b-9637-230730be7ba8"
markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-afa35b0c-3610-447b-9637-230730be7ba8.md"
json_url: "https://d3tenders.com/contract/ocds-b5fd17-afa35b0c-3610-447b-9637-230730be7ba8.json"
source: "Contracts Finder"
current_stage: "Award"
buyer: "OFCOM"
published: "2024-02-26"
---

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

Buyer: OFCOM  
Current stage: Award  
OCID: ocds-b5fd17-afa35b0c-3610-447b-9637-230730be7ba8

[View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-b5fd17-afa35b0c-3610-447b-9637-230730be7ba8)  
[Download OCDS JSON](https://d3tenders.com/contract/ocds-b5fd17-afa35b0c-3610-447b-9637-230730be7ba8.json)

## Summary

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.

## Notice

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

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Contracts Finder |
| Latest notice | https://www.contractsfinder.service.gov.uk/Notice/15c35960-97a5-4695-ac6b-8dac9dc7b42b |
| 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 |
| All stages | Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 26 Feb 2024 |
| Submission deadline | 15 Nov 2023 |
| Future notice date | Not specified |
| Award date | 18 Dec 2023 |
| Contract period | 18 Jan 2024 - 29 Nov 2024 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £71,900 |
| Lots value | Not specified |
| Awards value | £71,900 |
| 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 | OFCOM |
| Locality | LONDON |
| Post town | South East London |
| Postcode | SE1 9HA |
| Country | England |
| ITL 1 | TLI London |
| ITL 2 | TLI4 Inner London - East |
| ITL 3 | TLI44 Lewisham and Southwark |
| Local authority | Southwark |
| Electoral ward | Borough & Bankside |
| Westminster constituency | Bermondsey and Old Southwark |
| Delivery location | TLI London |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | BDRC CONTINENTAL LTD (TRADING AS BVA BDRC |

## CPV Codes

### Divisions

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

### Codes

- 79310000 - Market research services

## Release History

- 26 Feb 2024 at 14:09 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/15c35960-97a5-4695-ac6b-8dac9dc7b42b

## Documents

- https://www.contractsfinder.service.gov.uk/Notice/15c35960-97a5-4695-ac6b-8dac9dc7b42b
  26th February 2024 - Awarded contract notice on Contracts Finder

## Notice URLs

- https://ofcom.bravosolution.co.uk

## 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-afa35b0c-3610-447b-9637-230730be7ba8. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-afa35b0c-3610-447b-9637-230730be7ba8.json.