---
title: "1617CTS03 Mass Market Customer Survey: Qualitative research to understand customer experience of the acceptability of the time taken to reach end results"
ocid: "ocds-b5fd17-ce512f41-95ec-4c32-8269-4daee7f958eb"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-ce512f41-95ec-4c32-8269-4daee7f958eb"
markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-ce512f41-95ec-4c32-8269-4daee7f958eb.md"
json_url: "https://d3tenders.com/contract/ocds-b5fd17-ce512f41-95ec-4c32-8269-4daee7f958eb.json"
source: "Contracts Finder"
current_stage: "Award"
buyer: "H M REVENUE & CUSTOMS"
published: "2017-01-26"
---

# 1617CTS03 Mass Market Customer Survey: Qualitative research to understand customer experience of the acceptability of the time taken to reach end results

Buyer: H M REVENUE & CUSTOMS  
Current stage: Award  
OCID: ocds-b5fd17-ce512f41-95ec-4c32-8269-4daee7f958eb

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## Summary

The procurement process, initiated by H M Revenue & Customs, involved the tender titled "1617CTS03 Mass Market Customer Survey: Qualitative research to understand customer experience of the acceptability of the time taken to reach end results." This contract falls under the research and experimental development services category and was located in London, United Kingdom. The procurement was conducted through a mini-competition within the DWP Social and Economic Research Framework 2013, and the notable dates include the tender period ending on 8 June 2016, followed by a contract period from 17 June 2016 to 3 October 2016. The contracted value was £43,578, and it has been completed and awarded to TNS BMRB.

This tender represents an opportunity for businesses specialising in research and customer experience enhancement to engage with government services. Companies with capabilities in qualitative research methodologies and experience in analysing customer feedback would be particularly well-suited to compete for similar future contracts. The insights generated from this survey are expected to lead to improved public services, presenting a potential avenue for firms to contribute to and benefit from the ongoing development of HMRC's operations.

## Notice

This research with individuals, small businesses and agents aims to understand the causes, the initial expectations and priorities, behind dissatisfaction with time taken to resolve queries raised with HMRC. This was identified as a primary area for improvement following the 2015 Mass Market Customer Survey. This research is amongst customers who had reported negative experiences, and the results will be used to improve HMRC's service and customers' experience of dealing with it. Additional information: This contract was let following a mini competition within the DWP Social and Economic Research Framework 2013

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Contracts Finder |
| Latest notice | https://www.contractsfinder.service.gov.uk/Notice/9197d2fd-c164-4d7a-bb68-f65dfd3c078f |
| Notice type | Award Notice |
| Procurement type | Standard |
| Procurement category | Services |
| Procurement method | Not Specified |
| Procurement method details | Other - |
| Tender suitability | SME |
| Awardee scale | Large |
| All stages | Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 26 Jan 2017 |
| Submission deadline | 8 Jun 2016 |
| Future notice date | Not specified |
| Award date | 2 Jun 2016 |
| Contract period | 16 Jun 2016 - 3 Oct 2016 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £43,578 |
| Lots value | Not specified |
| Awards value | £43,578 |
| 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 | M60 9LA |
| 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 | Ordsall |
| Westminster constituency | Salford |
| Delivery location | TLI London |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | TNS BMRB |

## CPV Codes

### Divisions

- 73 - Research and development services and related consultancy services

### Codes

- 73100000 - Research and experimental development services

## Release History

- 26 Jan 2017 at 14:29 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/9197d2fd-c164-4d7a-bb68-f65dfd3c078f

## Documents

- https://www.contractsfinder.service.gov.uk/Notice/9197d2fd-c164-4d7a-bb68-f65dfd3c078f
  26th January 2017 - Awarded contract notice on Contracts Finder
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/9cbe9e96-3dc9-4aa0-a345-d250c5da963a
  Service Order

## 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-ce512f41-95ec-4c32-8269-4daee7f958eb. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-ce512f41-95ec-4c32-8269-4daee7f958eb.json.