# Customer Experience of ITA messages

> 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: £38,247
- Tender value: £38,247
- Award date: 2 November 2016
- Published: 4 January 2017
- Contract start: 15 December 2016
- Contract end: 31 March 2017
- Stage: awarded
- Notice ID: 98a7c71e-2967-4576-8096-4dcc383dc99a-123258
- OCID: ocds-b5fd17-95c8b071-9844-4570-9767-eaf7f02f7c2d

## Description

Assignment under the Market Research MR130001 Agreement Contract\. This qualitative research will look to understand customers' experience of Intelligent Telephony Automation \(ITA\) on various HMRC helplines\. In particular, it will seek to understand: • How well automated messages meet customer need and how satisfied customers are with the information received; • Whether customers who hang up following an ITA message have had their query resolved; and • The effectiveness of ITA messages in encouraging customers to self-serve for future queries\.

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## Source

[View the original notice on Contracts Finder](https://www.contractsfinder.service.gov.uk/Notice/98a7c71e-2967-4576-8096-4dcc383dc99a-123258)