# 1617BC02 Customer experiences and behaviours during tax credits disputes and complaints

> 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: £38,912
- Tender value: £38,912
- Award date: 9 June 2016
- Published: 5 January 2017
- Contract start: 14 June 2016
- Contract end: 31 March 2017
- Stage: awarded
- Procurement category: services
- Notice ID: 93da4bd3-ae86-496e-97b4-bbc569de39e4-122962
- OCID: ocds-b5fd17-7fdd165c-44f3-4b25-a7b3-55fd47ea2ab1

## Description

The research would aim to better understand customer behaviours during the tax credits disputes and complaints process including any trigger points and customer support needs at different stages of the tax credits cycle from which we can develop future operational initiatives and service improvements\. This research will be conducted with tax credit customers who have experienced the tax credits complaints, disputes and/or mandatory reconsideration process The key aims of the research are to gain insight into: • Customer journeys into disputes, complaints and/or mandatory reconsideration processes • The causes of customer dissatisfaction • What service improvements are needed • Customer support needs Additional information: This contract was let as part of a mini-competition within the DWP Social and Economic Research Framework 2013

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## Source

[View the original notice on Contracts Finder](https://www.contractsfinder.service.gov.uk/Notice/93da4bd3-ae86-496e-97b4-bbc569de39e4-122962)