Swan Housing Customer Segmentation and Journey Mapping 2021

A Contract Award Notice
by SWAN HOUSING ASSOCIATION LIMITED

Source
Find a Tender
Type
Framework (Services)
Duration
not specified
Value
£58K
Sector
PROFESSIONAL
Published
16 Aug 2021
Delivery
not specified
Deadline
n/a

Concepts

Location

Essex:

Geochart for 1 buyers and 1 suppliers

1 buyer

1 supplier

Description

We are seeking an external partner who can help us with the first phase of our development, to enable us to better understand who our customers are and how they interact with us currently. Only by speaking with our customers and our people can we start to understand how we can better deliver our services. We are looking for a consultant that has the vision and skills to help create customer personas through segmentation and then map a select number of customer journeys. When we refer to our customer this encompasses not just our general needs residents but our supported housing residents, care and support customers, private sector renters, leaseholders, keyworkers and sales customers.

Total Quantity or Scope

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 (Birmingham)
  • Reference: 020005-2021-1
  • Value: £57,879

Renewal Options

Potential to extend a further 3 months

Award Criteria

MEAT 80
MEAT 20

CPV Codes

  • 79342310 - Customer survey services

Indicators

  • Options are available.

Other Information

** PREVIEW NOTICE, please check Find a Tender for full details. **

Reference

Domains