# An assessment of the BBC First complaints process Research Brief 2023 - 2024

> A sourced UK public sector contract award published by OFCOM.

## Key facts

- Buyer: [OFCOM](/buyers/ofcom/contract-awards)
- Supplier: [BDRC Continental Ltd \(trading as BVA BDRC\)](/suppliers/bva-bdrc/public-sector-contract-awards)
- Award value: £71,900
- Tender value: £71,900
- Award date: 18 December 2023
- Published: 26 February 2024
- Contract start: 18 January 2024
- Contract end: 29 November 2024
- Stage: awarded
- Procurement category: services
- Notice ID: 15c35960-97a5-4695-ac6b-8dac9dc7b42b-726606
- OCID: ocds-b5fd17-afa35b0c-3610-447b-9637-230730be7ba8

## Description

The overall objective for the research is to: - Evaluate audience perceptions to the BBC First complaints process with a larger number of mystery complaints than previously used, as well as to understand if improvements have been made\. More specifically, the research will: - Record and track how the mystery shops are processed - Assess the ease of escalating complaint scenarios through the BBC First Process\. - Assess the standard of quality of responses from the BBC First system\. o Were responses from the BBC easy to understand and in plain English? o Did the response address the complaint directly? o Was the tone of the response felt to be appropriate? - Measure if the BBC is meeting its response timelines: o The BBC aims to respond to Stage 1 complaints within the prescribed timeframe of 10 working days\. o The BBC has a target response time of 20 working days for standard Stage 2 complaints and 35 working days for more complex Stage 2 complaints\. - Evaluate call handlers' explanations to complainants on how to submit a written response and explain the next steps\. - Are certain types or themes of complaint scenarios escalated differently / treated differently? - Evaluate the mystery shoppers experience of the BBC First system

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## Source

[View the original notice on Contracts Finder](https://www.contractsfinder.service.gov.uk/Notice/15c35960-97a5-4695-ac6b-8dac9dc7b42b-726606)