Complaints Fatigue
A Tender Notice
by CONSUMER COUNCIL FOR WATER
- Source
- Contracts Finder
- Type
- Contract (Services)
- Duration
- 2.5 month
- Value
- £1
- Sector
- ENVIRONMENT
- Published
- 22 Jan 2021
- Delivery
- 15 Mar 2021 to 31 May 2021
- Deadline
- 26 Feb 2021 12:00
Concepts
Location
1 buyer
- Consumer Council for Water Birmingham
Description
CCW wishes to appoint a market research agency to conduct two surveys and follow-up depth interviews The research would comprise interviews with respondents from one of the first two surveys. 1. an online survey emailed out by water companies to customers who complained to them, and did not contact them again after the water company's response (Stage 1 complaints) or who did re-contact their company about their Stage 1 response and received a follow up reply from the company (Stage 2 response), but did not make further contact after that. We want to understand why customers, who say they were dissatisfied with the first or second responses to their complaint, did not escalate their complaint further to the company or come to CCW. 2. a telephone survey, to get a representative sample of water bill-payers in England and Wales, asking a handful of questions to find out if they feel they have had reason to complain to their water and sewerage company, but have not done so, and why this is 3. Depth interviews with a selection of respondents to the online survey who feel their complaint was not resolved by their water company's response, but who did not contact their company again to follow up.
CPV Codes
- 65100000 - Water distribution and related services
Indicators
- Contract is suitable for SMEs.
- Contract is suitable for VCOs.
Other Information
Documents are available via the Bravo Solutions e-tendering platform. URL given below. All bids and communications must be submitted through this portal. Link to eSourcing Portal https://public.bravosolution.co.uk/consumer-council-water
Reference
- tender_263254/920208
- CF 35879123-d1ad-4d8b-a806-4f956a8f1937