# 1617CTS03 Mass Market Customer Survey: Qualitative research to understand customer experience of the acceptability of the time taken to reach end results

> 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: TNS BMRB
- Award value: £43,578
- Tender value: £43,578
- Award date: 3 June 2016
- Published: 26 January 2017
- Contract start: 17 June 2016
- Contract end: 3 October 2016
- Stage: awarded
- Procurement category: services
- Notice ID: 9197d2fd-c164-4d7a-bb68-f65dfd3c078f-125494
- OCID: ocds-b5fd17-ce512f41-95ec-4c32-8269-4daee7f958eb

## Description

This research with individuals, small businesses and agents aims to understand the causes, the initial expectations and priorities, behind dissatisfaction with time taken to resolve queries raised with HMRC\. This was identified as a primary area for improvement following the 2015 Mass Market Customer Survey\. This research is amongst customers who had reported negative experiences, and the results will be used to improve HMRC's service and customers' experience of dealing with it\. Additional information: This contract was let following 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/9197d2fd-c164-4d7a-bb68-f65dfd3c078f-125494)