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

Concepts

• market research
• mystery complaints
• complaint scenarios
• escalating complaint scenarios
• bbc first
• the bbc first complaints process
• bbc
• the bbc first complaints
• standard stage 2 complaints
• first

Location

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

Award Detail

CPV Codes

• 79310000 - Market research services

Indicators

• Contract is suitable for SMEs.
• Contract is suitable for VCOs.