Source: https://tendernation.io/opportunities/01a13cee-b4c4-7352-bafb-36f657b9cc85/an-assessment-of-the-bbc-first-complaints-process-research-brief-2023-2024 awarded GB open procedure Suitable for SMEs # An assessment of the BBC First complaints process Research Brief 2023 - 2024 [OFCOM](https://tendernation.io/buyers/ofcom) Estimated value £71,900 Published 26 Feb 2024 Deadline Closed 15 Nov 2023 ## Who can bid - Buyer says suitable for SMEs The buyer ticked “suitable for SMEs” on the notice. Anyone can still bid. - Buyer says suitable for VCSEs The buyer ticked “suitable for voluntary, community and social enterprises” on the notice. - Small contract value Valued under £135,018 including VAT, the lowest Procurement Act threshold for goods and services. - Open procedure Anyone can submit a full tender; there is no shortlisting stage. [More contracts for small businesses and VCSEs](https://tendernation.io/opportunities/for-small-businesses) ## About this tender 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 ## CPV classification Market research services Source Contracts Finder (UK) [View official notice](https://www.contractsfinder.service.gov.uk/notice/afa35b0c-3610-447b-9637-230730be7ba8) Never miss a tender like this again Get AI summaries, deadline alerts and a bid pipeline for tenders matched to your business. Free to start. [Track tenders free](https://tendernation.io/register) [Buyer profile OFCOM: past awards and live tenders](https://tendernation.io/buyers/ofcom) [Sector More Business services tenders](https://tendernation.io/sectors/business-services) ## More tenders like this [Social Housing Emerging Disrupters 6 · Procurement for Housing · 29 days left · 17 Nov 2026](https://tendernation.io/opportunities/01a154e4-4909-7303-a67f-9c3bff3eb4d8/social-housing-emerging-disrupters-6) [Business travel services – Rahmenvertrag Bearbeitung von Reisekostenabrechnungen nach BRKG · GSI Helmholtzzentrum für Schwerionenforschung GmbH · 29 days left · 17 Nov 2026](https://tendernation.io/opportunities/01a15183-cd6e-73e4-b6e8-3954e5689021/germany-business-travel-services-rahmenvertrag-bearbeitung-von-reisekostenab) [Photocopying services – Externe printdiensten · VZW Sint-Paulusschool · 36 days left · 24 Nov 2026](https://tendernation.io/opportunities/01a15183-34d8-71be-840d-38bf2a8bcc92/belgium-photocopying-services-externe-printdiensten) [Supply services of personnel including temporary staff – Diák- és nyugdíjas munkaerő biztosítása NTH (376) · NTH Nemzeti Tőkeholding Zrt. · 11 days left · 30 Oct 2026](https://tendernation.io/opportunities/01a15183-76f6-70c4-823e-7b614dada7b3/hungary-supply-services-of-personnel-including-temporary-staff-diak-es-nyug) [Interpretation services – Tolktjänster · Stockholms läns sjukvårdsområde · 30 days left · 18 Nov 2026](https://tendernation.io/opportunities/01a15183-4e9a-70dc-8b27-e3d274e53dc5/sweden-interpretation-services-tolktjanster) [Printing and distribution services – SGCD53\_MARCHE\_ELECTIONS\_BRGE · Préfecture de la Mayenne · 28 days left · 16 Nov 2026](https://tendernation.io/opportunities/01a15183-7726-73f4-bb67-b3121363d6bf/france-printing-and-distribution-services-sgcd53-marche-elections-brge)