Qualitative Research on Customer Experience of HMRC ITA Helpline Messages
HM REVENUE & CUSTOMS · Awarded contract
AwardedQualitative Research on Customer Experience of HMRC ITA Helpline Messages
Awarded 15 Dec 2016
Awarded15 Dec 2016
Value£38,247.00
SupplierIpsos MORI
AgencyHM REVENUE & CUSTOMS
RegionUnited Kingdom
CategoryConsultancy & Legal
Ended 9y 7mo ago4mo term
Awarded 15 Dec 2016Expired 30 Mar 2017
About
HM Revenue & Customs awarded a contract to Ipsos MORI for qualitative research to understand customers' experience of Intelligent Telephony Automation (ITA) on various HMRC helplines.
The research examined how well automated messages meet customer needs, satisfaction with information received, whether customers who hang up after an ITA message had their query resolved, and the effectiveness of ITA messages in encouraging self-service for future queries.
The contract value was AUD 38,247.
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Qualitative Research on Customer Experience of HMRC ITA Helpline Messages
Won by Ipsos MORI · HM REVENUE & CUSTOMS
£38Kawarded
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