---
title: "Research Exploring Customer Experience and Costly Behaviours"
ocid: "ocds-b5fd17-c4ae1006-6e2f-4363-9804-ec4cbe310e35"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-c4ae1006-6e2f-4363-9804-ec4cbe310e35"
markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-c4ae1006-6e2f-4363-9804-ec4cbe310e35.md"
json_url: "https://d3tenders.com/contract/ocds-b5fd17-c4ae1006-6e2f-4363-9804-ec4cbe310e35.json"
source: "Contracts Finder"
current_stage: "Award"
buyer: "H M REVENUE & CUSTOMS"
published: "2023-01-13"
---

# Research Exploring Customer Experience and Costly Behaviours

Buyer: H M REVENUE & CUSTOMS  
Current stage: Award  
OCID: ocds-b5fd17-c4ae1006-6e2f-4363-9804-ec4cbe310e35

[View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-b5fd17-c4ae1006-6e2f-4363-9804-ec4cbe310e35)  
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## Summary

The HM Revenue & Customs has awarded a selective procurement contract for research consultancy services titled "Research Exploring Customer Experience and Costly Behaviors". The procurement process was initiated through a tender with an ID of CW84206. The contract value is £159,525 GBP, and the contract period is from 19th December 2022 to 18th April 2024. The procurement method was "Call-off from a dynamic purchasing system". The research will focus on understanding how the experience of small businesses influences behaviors that incur costs to both the businesses and HMRC.

This tender opportunity with HM Revenue & Customs is suited for businesses offering research consultancy services. Small and medium-sized enterprises (SMEs) are particularly encouraged to participate. The research aims to identify opportunities to change customer behaviors and reduce costs for both the businesses and HMRC. Businesses with expertise in behavioural economics, customer experience analysis, and cost reduction strategies would find this tender particularly relevant for their growth and development.

## Notice

The research aims to explore the link between customers' experience interacting with us and their behaviour - whether they interact in a way that is costly to HMRC and themselves. This research is needed because CIDD has been challenged by the Customer Experience Committee to demonstrate the fiscal benefits of a focus on customer experience. This research will help us understand how the experience of small businesses influences behaviours which are costly to them and HMRC, with the aim of identifying opportunities to change customer behaviour and reduce costs. Costly behaviours refers to where a customer interaction results in additional or avoidable HMRC costs. Currently, the ISBA provides a useful measure of customers' overall experience in the last 12 months, their wider perceptions of HMRC and what they think of key issues such as compliance. However, the data does not inform the department about how respondents' views or experiences of interacting with HMRC are linked to costly behaviours.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Contracts Finder |
| Latest notice | https://www.contractsfinder.service.gov.uk/Notice/281a6de0-8398-49e8-b18a-aa3e6b6ef847 |
| Notice type | Award Notice |
| Procurement type | Dynamic |
| Procurement category | Services |
| Procurement method | Selective |
| Procurement method details | Call-off from a dynamic purchasing system |
| Tender suitability | SME |
| Awardee scale | Large |
| All stages | Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 13 Jan 2023 |
| Submission deadline | 18 Oct 2022 |
| Future notice date | Not specified |
| Award date | 14 Dec 2022 |
| Contract period | 19 Dec 2022 - 18 Apr 2024 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £159,525 |
| Lots value | Not specified |
| Awards value | £159,525 |
| 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 | SALFORD, |
| Post town | Manchester |
| Postcode | M3 5BS |
| Country | England |
| ITL 1 | TLD North West (England) |
| ITL 2 | TLD3 Greater Manchester |
| ITL 3 | TLD34 Greater Manchester South West |
| Local authority | Salford |
| Electoral ward | Blackfriars & Trinity |
| Westminster constituency | Salford |
| Delivery location | Not specified |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | BMG RESEARCH |

## CPV Codes

### Divisions

- 73 - Research and development services and related consultancy services

### Codes

- 73210000 - Research consultancy services

## Release History

- 13 Jan 2023 at 14:40 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/281a6de0-8398-49e8-b18a-aa3e6b6ef847

## Documents

- https://www.contractsfinder.service.gov.uk/Notice/281a6de0-8398-49e8-b18a-aa3e6b6ef847
  13th January 2023 - Awarded contract notice on Contracts Finder
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/98edb57f-3b5e-4757-bf25-6f5b9fe7f402

## 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-c4ae1006-6e2f-4363-9804-ec4cbe310e35. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-c4ae1006-6e2f-4363-9804-ec4cbe310e35.json.