NDR Reforms - Customer Communications Research

This was a call-off from Crown Commercial Services Research & Insights dynamic purchasing system- RM6126

The VOA would like to understand more about non-domestic rates ratepayers specifically those who are exempt from paying rates (as they are a small business) or who are not businesses.

This research seeks to understand and measure their attitudes, behaviours, and preferences, including:

What are their attitudes and behaviours regarding their business rates? E.g. do they:

believe their rates bill is fair

believe rates has a big impact on their finances

believe business rates to be a fair system

classify themselves as good corporate citizens

use or would seek to use a professional to help them manage their rates liability etc.

What are the characteristics of their business/organisation and their properties? E.g.,

business type and business size

type of property

number of properties they own or occupy

whether they get a rebate on their rates.

Where do customers go to seek help or advice about general business matters and if applicable, their business rates? Which sources are most important, valuable, trusted?

How do customers prefer to receive updates, news, help or advice? E.g., channel, style of information or communication.