Swan Housing Customer Segmentation and Journey Mapping 2021

A Contract Award Notice
by SWAN HOUSING ASSOCIATION LIMITED

Source
Contracts Finder
Type
Contract (Services)
Duration
8.5 month
Value
£58K
Sector
PROFESSIONAL
Published
16 Aug 2021
Delivery
22 Apr 2021 to 31 Dec 2021
Deadline
01 Apr 2021 23:00

Concepts

Location

Geochart for 1 buyers and 1 suppliers

1 buyer

1 supplier

Description

Specifically, we want to achieve the following by partnering with an external consultant: • Create customer segmentation and persona models representative of our business; understanding who they are and what their goals and expectations are. These personas will become an integral part of how we understand our customers and review our services going forward. They will need to be visually appealing, succinct and accessible to all people across the business to enable us to have a common language when talking about our customers; • Map the customer journey across key services to understand our own, and our customers' actions, thoughts and emotional experience, highlighting highs, lows and key touchpoints. This is likely to include 2-3 main services such as repairs and complaints. We expect this to be agreed with the consultant following the customer segmentation which may highlight other areas that would benefit from customer journey mapping. We want our people to be heavily involved in the mapping process and to be left with the skills to conduct mapping in the future on other projects.

Award Detail

1 MEL Research (West Midlands)
  • Value: £57,879

CPV Codes

  • 73000000 - Research and development services and related consultancy services
  • 79342300 - Customer services

Indicators

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

Other Information

Swan Housing Specification Swan Housing Customer Segmentation and Journey Mapping 2021 Specification.pdf Contract Terms RM6018 Contract terms v7.pdf Evaluation for Presentation Stage Appendix 5 Presentation Stage.pdf

Reference

Domains