# Webchat Customer Research

> Contract award record from UK public-sector procurement sources.

## Key facts

- Public buyer: [H M Revenue & Customs](/buyers/h-m-revenue-customs/contract-awards)
- Contract winner: [Ipsos Mori](/contract-winners/ipsos-mori/public-sector-contract-awards)
- Award value: £29,542
- Tender value: £29,542
- Award date: 15 November 2016
- Published: 13 December 2016
- Contract start: 24 November 2016
- Contract end: 31 July 2017
- Stage: awarded
- Notice ID: 8fbe48b9-977e-4adc-a41a-20fdfa9a527e-120922
- OCID: ocds-b5fd17-54021b9e-0557-440b-864d-20109ec3f8bc

## Description

Assignment under the Market Research MR130001 Agreement Contract\. This qualitative research will look to understand customers' use and experience of webchats, and consider how far this aligns with their expectations and requirements\. Specifically, it will look to explore and understand: • The reasons why customers use HMRC's webchat; • How webchat fits into the customer journey; • Customer experience of HMRC's webchat, and how this compares with their expectations; • Barriers to use of webchat; and • Any connections between webchat and the Personal Tax Account\.

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## Source

[View the original notice on Contracts Finder](https://www.contractsfinder.service.gov.uk/Notice/8fbe48b9-977e-4adc-a41a-20fdfa9a527e-120922)