---
title: "Swan Housing Customer Segmentation and Journey Mapping 2021"
ocid: "ocds-h6vhtk-02d593"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-02d593"
markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-02d593.md"
json_url: "https://d3tenders.com/contract/ocds-h6vhtk-02d593.json"
source: "Find A Tender Service"
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-h6vhtk-02d593

[View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-h6vhtk-02d593)  
[Download OCDS JSON](https://d3tenders.com/contract/ocds-h6vhtk-02d593.json)

## Summary

The procurement process titled "Swan Housing Customer Segmentation and Journey Mapping 2021," initiated by Swan Housing Association Limited, falls within the services industry, specifically focusing on customer survey services. This process is in the Award stage, with the contract valued at £57,878.84 signed on 1st April 2021. The buyer is located at Pilgrim House, High Street, Billericay, CM12 9XY, in the UK, and the procurement was conducted through a limited method, specifically an award procedure without prior publication of a call for competition.

This tender presents significant opportunities for businesses specialising in customer research and consultancy services, particularly those with a strong background in customer journey mapping and segmentation. Companies that can visually represent customer personas and analyse user experiences across service delivery points would be well-suited to compete for similar future projects, aligning with the needs of diverse customer groups ranging from supported housing residents to private sector renters.

## Notice

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.

### Lot Information

Lot 1

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.

Options: Potential to extend a further 3 months

### Procurement Information

Crown Commercial Services Dynamic Purchasing System

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Find A Tender Service |
| Latest notice | https://www.find-tender.service.gov.uk/Notice/020005-2021 |
| Notice type | Award Notice |
| Procurement type | Framework |
| Procurement category | Services |
| Procurement method | Limited |
| Procurement method details | Award procedure without prior publication of a call for competition |
| Tender suitability | Not specified |
| Awardee scale | SME |
| All stages | Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 16 Aug 2021 |
| Submission deadline | Not specified |
| Future notice date | Not specified |
| Award date | 31 Mar 2021 |
| Contract period | Not specified |
| Recurrence | Not specified |

## Values

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

## Status

| Field | Value |
| --- | --- |
| Tender status | Complete |
| Lots status | Cancelled |
| Awards status | Active |
| Contracts status | Active |

## 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 | TLH3 Essex |

## Supplier

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

## CPV Codes

### Divisions

- 79 - Business services: law, marketing, consulting, recruitment, printing and security

### Codes

- 79342310 - Customer survey services

## Release History

- 16 Aug 2021 at 20:27 - Award - Award Notice - https://www.find-tender.service.gov.uk/Notice/020005-2021

## Notice URLs

- http://www.swan.org.uk

## 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-h6vhtk-02d593. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-02d593.json.