Open competition
Open procedure: the contract was advertised and any supplier could submit a bid.
Key facts
- Buyer
- Natural Resources Wales · Body governed by public law
- Supplier
- Mima Group Limited SME
- Value
- Not published
- Procedure
- Open procedure
- Sector
- Business services · Customer survey services (CPV 79342310)
- Region
- Wales
- Official notice
- 012445-2023 on Find a Tender
- Timeline
-
- Contract date7 Feb 2022
- Published2 May 2023Published 449 days after the contract date
Description
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.
About the supplier
Mima Group Limited: every public contract they have won.