Customer research on billing
£123,000 — awarded.
This is a contract result notice, not an open opportunity. Details from the official award data.
This sits in the upper-middle of the Business Services band — a substantial contract for the sector. Based on 57,319 valued Business Services tenders in our corpus.
The broad aims of this research are to: - Understand more about the reasons for of billing contacts and complaints, and the customer journeys when engaging with companies about billing issues. - Capture the experiences of some of what might be classed as the 'worst served customers' in relation to billing and to understand the causes, factors and experiences that cause the most harm. - Consider the range of customer experience as they apply to: 1) different companies (this may include variations within companies as well as between companies) and organisations; 2) customers in different circumstances (for example, socio-demographics, vulnerable customers, customers struggling financially). - Identify any recommendations, learning or good practice in the handling of billing problems that can be used to inform Ofwat's licence condition guidance or wider work.
Examples of learning or good practice may relate to communications, support, timing or other aspects of the customer journey and complaint handling.
What the notice asks for
Examples of learning or good practice may
Examples of learning or good practice may relate to communications, support, timing or other aspects of the customer journey and complaint handling.
Sentences from the notice that state an obligation, surfaced automatically and shown in the order they appear. Not an exhaustive list — always confirm against the tender documents.
What this notice demands of you
1 named, none in explicit obligation language. Each one is quoted from the notice.
Identify any recommendations, learning or good practice in the handling of billing problems that can be used to inform Ofwat's licence condition guidance or wider work.
Matched against the notice text, so this is a floor — the tender pack will demand things the notice never mentions. “Says must” means the quoted sentence itself used obligation language; anything ambiguous is left as a mention.
Make the case to bid
Reveal who to approach at O F W A T, and generate a go-to-market strategy from their news, accounts and people.
Free to start. Named contacts come from published notices; the strategy is generated from the buyer’s news, accounts and people.
- OCID
- 7dd29ea5-aa86-4293-91ca-15ddc8e36a1b
- Stage
- contract · Contract
- Source
- Contracts Finder
- Buyer ref
- PROC.0012
Contains public sector information licensed under the Open Government Licence v3.0. Source data © Crown copyright.
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