# 1718CSTD10 Understanding Drivers of Customer 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: £42,905
- Tender value: £42,905
- Award date: 16 August 2017
- Published: 13 November 2017
- Contract start: 23 October 2017
- Contract end: 31 January 2018
- Stage: awarded
- Procurement category: services
- Notice ID: 92bc1a9a-9cec-4bd1-b5db-aadb92ff1013-181744
- OCID: ocds-b5fd17-fce5d4c1-4111-45db-8dcf-03c9d9f56e1b

## Description

This qualitative research will look to build on our current understanding of customer complaints to further understand the drivers leading to these\. In particular, it will seek to understand the drivers initially leading to customer complaints, and those leading to escalation of complaints and decisions to take the process beyond Tier 1\. This will enable us to improve our services and how we handle complaints\. Additional information: This contract was let following a mini-competition within the Market Research MR130001 Framework\.

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## Source

[View the original notice on Contracts Finder](https://www.contractsfinder.service.gov.uk/Notice/92bc1a9a-9cec-4bd1-b5db-aadb92ff1013-181744)