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

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

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Tender Documents

• Awarded contract notice on Contracts Finder → — Award notice