---
title: "Customer Journey Mapping"
ocid: "ocds-h6vhtk-02fedf"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-02fedf"
markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-02fedf.md"
json_url: "https://d3tenders.com/contract/ocds-h6vhtk-02fedf.json"
source: "Find A Tender Service"
current_stage: "Award"
buyer: "NATURAL RESOURCES WALES"
published: "2023-05-02"
---

# Customer Journey Mapping

Buyer: NATURAL RESOURCES WALES  
Current stage: Award  
OCID: ocds-h6vhtk-02fedf

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[Download OCDS JSON](https://d3tenders.com/contract/ocds-h6vhtk-02fedf.json)

## Summary

The public procurement contracting process for the "Customer Journey Mapping" project was initiated by Natural Resources Wales. The procurement is for corporate governance rating services under the services category. The tender was awarded to Mima Group Limited. The procurement stage was completed, and the contract was signed on February 7, 2022. The project is located across Wales and focused on customer-centric strategies. The key deadline was on May 2, 2023.

This tender for Customer Journey Mapping offers opportunities for business growth, particularly for companies providing corporate governance rating services. Businesses with experience in customer surveys and those capable of delivering services in multiple languages, such as Welsh and English, would be well-suited to compete. The project aims to enhance the customer experience and stakeholder management strategy over the next three years and involves a significant opportunity for businesses to contribute to this strategic vision.

## Notice

With the recent creation of a new Customer Experience Team, we seek detailed insight to support delivery of a customer-centric approach to our products and services through detailed Customer Journey Mapping; to be led by an independent and external organisation. Customer Journey Mapping activity will underpin a new Customer Experience & Stakeholder Management strategy and will inform strategic activity and delivery of the strategy in Years 2 and 3. T

### Lot Information

Lot 1

Since its creation in 2013, NRW has never measured the holistic customer experience. Historically, any mapping activity has been conducted with an internal view and by internal staff. With the recent creation of a new Customer Experience Team, we seek detailed insight to support delivery of a customer-centric approach to our products and services through detailed Customer Journey Mapping; to be led by an independent and external organisation. Customer Journey Mapping activity will underpin a new Customer Experience & Stakeholder Management strategy and will inform strategic activity and delivery of the strategy in Years 2 and 3. The successful provider will be able to deliver the service in both Welsh and English. Full details in specification.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Find A Tender Service |
| Latest notice | https://www.find-tender.service.gov.uk/Notice/012445-2023 |
| Notice type | Tender Notice |
| Procurement type | Standard |
| Procurement category | Services |
| Procurement method | Open |
| Procurement method details | Open procedure |
| Tender suitability | Not specified |
| Awardee scale | SME |
| All stages | Tender, Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 2 May 2023 |
| Submission deadline | 20 Jan 2022 |
| Future notice date | Not specified |
| Award date | 7 Feb 2022 |
| Contract period | Not specified |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £150,000 |
| Lots value | Not specified |
| Awards value | Not specified |
| Contracts value | Not specified |

## Status

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

## Buyer

| Field | Value |
| --- | --- |
| Main buyer | NATURAL RESOURCES WALES |
| Locality | BANGOR |
| Post town | Llandudno |
| Postcode | LL57 2DW |
| Country | Wales |
| ITL 1 | TLL Wales |
| ITL 2 | TLL3 North Wales |
| ITL 3 | TLL32 Gwynedd |
| Local authority | Gwynedd |
| Electoral ward | Y Faenol |
| Westminster constituency | Bangor Aberconwy |
| Delivery location | TLL Wales |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | MIMA GROUP |

## CPV Codes

### Divisions

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

### Codes

- 79212110 - Corporate governance rating services
- 79342310 - Customer survey services

## Release History

- 2 May 2023 at 08:25 - Award - Award Notice - https://www.find-tender.service.gov.uk/Notice/012445-2023
- 8 Dec 2021 at 16:15 - Tender - Tender Notice - https://www.find-tender.service.gov.uk/Notice/030568-2021

## Notice URLs

- http://naturalresourceswales.gov.uk
- https://etenderwales.bravosolution.co.uk
- https://www.sell2wales.gov.wales/search/Search_AuthProfile.aspx?ID=AA0110

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