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15c35960-97a5-4695-ac6b-8dac9dc7b42b-726606- Published tags
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ocds-b5fd17-afa35b0c-3610-447b-9637-230730be7ba8Published facts
15c35960-97a5-4695-ac6b-8dac9dc7b42b-726606The overall objective for the research is to: - Evaluate audience perceptions to the BBC First complaints process with a larger number of mystery complaints than previously used, as well as to understand if improvements have been made. More specifically, the research will: - Record and track how the mystery shops are processed - Assess the ease of escalating complaint scenarios through the BBC First Process. - Assess the standard of quality of responses from the BBC First system. o Were responses from the BBC easy to understand and in plain English? o Did the response address the complaint directly? o Was the tone of the response felt to be appropriate? - Measure if the BBC is meeting its response timelines: o The BBC aims to respond to Stage 1 complaints within the prescribed timeframe of 10 working days. o The BBC has a target response time of 20 working days for standard Stage 2 complaints and 35 working days for more complex Stage 2 complaints. - Evaluate call handlers' explanations to complainants on how to submit a written response and explain the next steps. - Are certain types or themes of complaint scenarios escalated differently / treated differently? - Evaluate the mystery shoppers experience of the BBC First system
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Award notice observed
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15c35960-97a5-4695-ac6b-8dac9dc7b42b-726606Awards and suppliers
Buyer: OfcomSupplier: BDRC Continental Ltd. (trading as BVA BDRC)
ocds-b5fd17-afa35b0c-3610-447b-9637-230730be7ba8-1End 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.