---
title: "1718CSTD10 Understanding Drivers of Customer Complaints"
ocid: "ocds-b5fd17-fce5d4c1-4111-45db-8dcf-03c9d9f56e1b"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-fce5d4c1-4111-45db-8dcf-03c9d9f56e1b"
markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-fce5d4c1-4111-45db-8dcf-03c9d9f56e1b.md"
json_url: "https://d3tenders.com/contract/ocds-b5fd17-fce5d4c1-4111-45db-8dcf-03c9d9f56e1b.json"
source: "Contracts Finder"
current_stage: "Award"
buyer: "H M REVENUE & CUSTOMS"
published: "2017-11-13"
---

# 1718CSTD10 Understanding Drivers of Customer Complaints

Buyer: H M REVENUE & CUSTOMS  
Current stage: Award  
OCID: ocds-b5fd17-fce5d4c1-4111-45db-8dcf-03c9d9f56e1b

[View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-b5fd17-fce5d4c1-4111-45db-8dcf-03c9d9f56e1b)  
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## Summary

The procurement process titled "1718CSTD10 Understanding Drivers of Customer Complaints" was conducted by H M Revenue & Customs, focusing on research and development services and related consultancy services within the UK. This selective tender was initiated as a call-off from the Market Research MR130001 Framework, and the contract, which has a total value of £42,905, commenced on 23 October 2017 and is due to conclude on 31 January 2018. The tender period closed on 16 August 2017.

This tender presents opportunities for businesses specialising in qualitative research and consultancy, particularly those with experience in understanding customer behaviour and complaints management. Small and medium-sized enterprises (SMEs) are especially encouraged to participate in this process, as the procurement was designed to include them. Businesses that can demonstrate a robust methodology for analysing customer complaints and providing actionable insights will be well-suited to compete for similar contracts in the future.

## Notice

This qualitative research will look to build on our current understanding of customer complaints to further understand the drivers leading to these. In particular, it will seek to understand the drivers initially leading to customer complaints, and those leading to escalation of complaints and decisions to take the process beyond Tier 1. This will enable us to improve our services and how we handle complaints. Additional information: This contract was let following a mini-competition within the Market Research MR130001 Framework.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Contracts Finder |
| Latest notice | https://www.contractsfinder.service.gov.uk/Notice/92bc1a9a-9cec-4bd1-b5db-aadb92ff1013 |
| Notice type | Award Notice |
| Procurement type | Framework |
| Procurement category | Services |
| Procurement method | Selective |
| Procurement method details | Call-off from a framework agreement |
| Tender suitability | SME |
| Awardee scale | Large |
| All stages | Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 13 Nov 2017 |
| Submission deadline | 16 Aug 2017 |
| Future notice date | Not specified |
| Award date | 15 Aug 2017 |
| Contract period | 22 Oct 2017 - 31 Jan 2018 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £42,905 |
| Lots value | Not specified |
| Awards value | £42,905 |
| 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 | 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 Nov 2017 at 16:57 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/92bc1a9a-9cec-4bd1-b5db-aadb92ff1013

## Documents

- https://www.contractsfinder.service.gov.uk/Notice/92bc1a9a-9cec-4bd1-b5db-aadb92ff1013
  13th November 2017 - 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-fce5d4c1-4111-45db-8dcf-03c9d9f56e1b. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-fce5d4c1-4111-45db-8dcf-03c9d9f56e1b.json.