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ocds-b5fd17-95c8b071-9844-4570-9767-eaf7f02f7c2dPublished facts
98a7c71e-2967-4576-8096-4dcc383dc99a-123258Assignment under the Market Research MR130001 Agreement Contract. This qualitative research will look to understand customers' experience of Intelligent Telephony Automation (ITA) on various HMRC helplines. In particular, it will seek to understand: • How well automated messages meet customer need and how satisfied customers are with the information received; • Whether customers who hang up following an ITA message have had their query resolved; and • The effectiveness of ITA messages in encouraging customers to self-serve for future queries.
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98a7c71e-2967-4576-8096-4dcc383dc99a-123258Awards and suppliers
Buyer: H M REVENUE & CUSTOMSSupplier: Ipsos MORI
ocds-b5fd17-95c8b071-9844-4570-9767-eaf7f02f7c2d-1End dates, recurrence wording and links are shown as they appear in public notices. They do not create a new opportunity. If no later linked record appears here, that means Bidwake did not find one in the records it has loaded; it does not prove that none exists.