Published date: 16 August 2021

Awarded contract - This means that the contract has been awarded to a supplier.


Closing: 1 April 2021, 11pm

Contract summary

Industry

  • Research and development services and related consultancy services - 73000000

  • Customer services - 79342300

Location of contract

East of England

Value of contract

£57,878.84

Procurement reference

ITT 5778 RM6018

Published date

16 August 2021

Closing date

1 April 2021

Closing time

11pm

Contract start date

22 April 2021

Contract end date

31 December 2021

Contract type

Service contract

Procedure type

Call-off from a dynamic purchasing system

A mini-competition or direct purchase from a pre-established dynamic purchasing system.

Contract is suitable for SMEs?

Yes

Contract is suitable for VCSEs?

Yes

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.

More information

Attachments

Award information

Awarded date

22 April 2021

Contract start date

18 May 2021

Contract end date

31 December 2021

Total value of contract

£57,878.84

This contract was awarded to 1 supplier.

MEL RESEARCH LIMITED

Address

Somerset House,37 Temple Street
BIRMINGHAM
West Midlands
B2 5DP
GB

Reference

Companies House number: 03000946

Supplier is SME?

Yes

Supplier is VCSE?

No

About the buyer

Contact name

Hannah Marsh

Address

Pilgrim House,High Street
BILLERICAY
CM129XY
England

Email

hmarsh@swan.org.uk