---
title: "Swan Housing Customer Segmentation and Journey Mapping 2021"
ocid: "ocds-b5fd17-44025672-a2d6-4a3e-b168-9c439c0c8f1c"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-44025672-a2d6-4a3e-b168-9c439c0c8f1c"
markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-44025672-a2d6-4a3e-b168-9c439c0c8f1c.md"
json_url: "https://d3tenders.com/contract/ocds-b5fd17-44025672-a2d6-4a3e-b168-9c439c0c8f1c.json"
source: "Contracts Finder"
current_stage: "Award"
buyer: "SWAN HOUSING ASSOCIATION LIMITED"
published: "2021-08-16"
---

# Swan Housing Customer Segmentation and Journey Mapping 2021

Buyer: SWAN HOUSING ASSOCIATION LIMITED  
Current stage: Award  
OCID: ocds-b5fd17-44025672-a2d6-4a3e-b168-9c439c0c8f1c

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## Summary

Swan Housing Association Limited is conducting a procurement process titled "Swan Housing Customer Segmentation and Journey Mapping 2021". This project, falling under the "Research and development services and related consultancy services" category, aims to better understand customer segmentation and journey mapping. The procurement method adopted is selective, executed as a call-off from a dynamic purchasing system. The tender period has ended on 1st April 2021, with the contract period commencing on 22nd April 2021 and concluding on 31st December 2021. The awarded contract has a total value of £57,878.84, and it is located in the East of England.

This tender presents a valuable opportunity for consultancy firms, especially small and medium-sized enterprises (SMEs) and voluntary, community, and social enterprises (VCSEs) that specialise in customer experience and research. Businesses that possess expertise in developing customer personas, journey mapping, and qualitative research methods would be well-positioned to engage in this procurement process. By participating, these businesses could expand their clientele and enhance their reputation within the public sector, opening doors for future contracts and collaborations.

## Notice

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.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Contracts Finder |
| Latest notice | https://www.contractsfinder.service.gov.uk/Notice/195b6b0f-47e0-4dba-aa1c-912f070c9532 |
| Notice type | Award Notice |
| Procurement type | Dynamic |
| Procurement category | Services |
| Procurement method | Selective |
| Procurement method details | Call-off from a dynamic purchasing system |
| Tender suitability | SME, VCSE |
| Awardee scale | SME |
| All stages | Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 16 Aug 2021 |
| Submission deadline | 1 Apr 2021 |
| Future notice date | Not specified |
| Award date | 21 Apr 2021 |
| Contract period | 17 May 2021 - 31 Dec 2021 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £57,878 |
| Lots value | Not specified |
| Awards value | £57,878 |
| Contracts value | Not specified |

## Status

| Field | Value |
| --- | --- |
| Tender status | Complete |
| Lots status | Not specified |
| Awards status | Active |
| Contracts status | Not specified |

## Buyer

| Field | Value |
| --- | --- |
| Main buyer | SWAN HOUSING ASSOCIATION LIMITED |
| Locality | BILLERICAY |
| Post town | Chelmsford |
| Postcode | CM12 9XY |
| Country | England |
| ITL 1 | TLH East (England) |
| ITL 2 | TLH3 Essex |
| ITL 3 | TLH37 Essex Thames Gateway |
| Local authority | Basildon |
| Electoral ward | Billericay East |
| Westminster constituency | Basildon and Billericay |
| Delivery location | Not specified |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | MEL RESEARCH |

## CPV Codes

### Divisions

- 73 - Research and development services and related consultancy services
- 79 - Business services: law, marketing, consulting, recruitment, printing and security

### Codes

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

## Release History

- 16 Aug 2021 at 20:00 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/195b6b0f-47e0-4dba-aa1c-912f070c9532

## Documents

- https://www.contractsfinder.service.gov.uk/Notice/195b6b0f-47e0-4dba-aa1c-912f070c9532
  16th August 2021 - Awarded contract notice on Contracts Finder
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/c8f709a1-4cfa-4e51-8857-3e7058647b1f
  Swan Housing Specification
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/38de1cdd-2a25-43f3-a4ca-ca93a3dab7b9
  Contract Terms
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/7ba1dc4b-10ee-4658-a9a6-4e1e95b9b8f5
  Evaluation for Presentation Stage

## Provenance

This Markdown file is an alternate public rendering of the D3 Tenders contract record. The canonical page is https://d3tenders.com/contract/?ocid=ocds-b5fd17-44025672-a2d6-4a3e-b168-9c439c0c8f1c. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-44025672-a2d6-4a3e-b168-9c439c0c8f1c.json.