---
title: "19-20.CSG.5 Understanding customer perceptions of communications"
ocid: "ocds-b5fd17-e9bf1960-fa33-4515-a978-6f709ee4f21e"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-e9bf1960-fa33-4515-a978-6f709ee4f21e"
markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-e9bf1960-fa33-4515-a978-6f709ee4f21e.md"
json_url: "https://d3tenders.com/contract/ocds-b5fd17-e9bf1960-fa33-4515-a978-6f709ee4f21e.json"
source: "Contracts Finder"
current_stage: "Award"
buyer: "H M REVENUE & CUSTOMS"
published: "2020-01-29"
---

# 19-20.CSG.5 Understanding customer perceptions of communications

Buyer: H M REVENUE & CUSTOMS  
Current stage: Award  
OCID: ocds-b5fd17-e9bf1960-fa33-4515-a978-6f709ee4f21e

[View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-b5fd17-e9bf1960-fa33-4515-a978-6f709ee4f21e)  
[Download OCDS JSON](https://d3tenders.com/contract/ocds-b5fd17-e9bf1960-fa33-4515-a978-6f709ee4f21e.json)

## Summary

The procurement process titled "19-20.CSG.5 Understanding customer perceptions of communications" was conducted by H M Revenue & Customs, focusing on research services within the United Kingdom. This contract, valued at £40,000, targeted delivery in the South East region. The procurement method used was a mini competition within Lot 3 of the BEIS Research and Evaluation Framework. The tender period concluded on 5 July 2019, and the contract was awarded on 5 August 2019, with the contract period running from 5 August 2019 to 30 November 2019.

This tender presents opportunities for businesses specialised in research services, particularly those with experience in conducting qualitative interviews and customer insight analysis. Companies that can demonstrate a strong understanding of communication strategies and experience in engaging with diverse participant demographics would be well-suited to compete in similar future tenders. This is an excellent opportunity for firms looking to expand their footprint in public sector contracts, particularly those focusing on government communications and customer experience improvements.

## Notice

This research will involve undertaking in-depth interviews with recipients of communications relating to owing a debt to HMRC and declaring let property income to HMRC. The overall aim of the research is to gather evidence and customer insight to help HMRC to improve the quality and impact of communications campaigns. Participants will be shown specific messages and letters and interviews will explore the clarity of the messages and customer responses to them.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Contracts Finder |
| Latest notice | https://www.contractsfinder.service.gov.uk/Notice/2f4b8f56-3e24-4c34-a2d1-24c9d089c714 |
| Notice type | Award Notice |
| Procurement type | Standard |
| Procurement category | Not specified |
| Procurement method | Not Specified |
| Procurement method details | Other - Mini competition within Lot 3 of the BEIS Research and Evaluation Framework for suppliers who confirmed their interest in receiving HMRC research commissions. |
| Tender suitability | Not specified |
| Awardee scale | Large |
| All stages | Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 29 Jan 2020 |
| Submission deadline | 5 Jul 2019 |
| Future notice date | Not specified |
| Award date | 4 Aug 2019 |
| Contract period | 4 Aug 2019 - 30 Nov 2019 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £40,000 |
| Lots value | Not specified |
| Awards value | £40,000 |
| 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 | Southend-on-Sea |
| Postcode | SS99 1AA |
| Country | England |
| ITL 1 | TLH East (England) |
| ITL 2 | TLH3 Essex |
| ITL 3 | TLH31 Southend-on-Sea |
| Local authority | Southend-on-Sea |
| Electoral ward | Victoria |
| Westminster constituency | Southend East and Rochford |
| Delivery location | TLJ South East (England) |

## Supplier

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

## CPV Codes

### Divisions

- 73 - Research and development services and related consultancy services

### Codes

- 73110000 - Research services

## Release History

- 29 Jan 2020 at 16:34 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/2f4b8f56-3e24-4c34-a2d1-24c9d089c714

## Documents

- https://www.contractsfinder.service.gov.uk/Notice/2f4b8f56-3e24-4c34-a2d1-24c9d089c714
  29th January 2020 - Awarded contract notice on Contracts Finder

## 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-e9bf1960-fa33-4515-a978-6f709ee4f21e. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-e9bf1960-fa33-4515-a978-6f709ee4f21e.json.