Organisation Memo
Autor: niluc1 • February 6, 2017 • Essay • 319 Words (2 Pages) • 573 Views
The organization MeMo² is ben there since Q4/2013 which focuses on the customer survey of new and existing customers of Knab. The purpose of the study is to fine the customer satisfaction level, NPS and CES. Apart from that the positive, negative and improvemnet points of the service of the organization is being analysed.
Period: This research has been conducted in the Q3 2016 Customer phase
Exsiting customers= 223
New customers= 229 per client segment.
Private custmer= 322
Business= 175
Investors= 55
Findings of the research:
In Q1/2 there is no significant difference in the private number of in customers .
In Q3 2016 the NPS of investors is significantly higher than in Q1/2
NPS Business customer is in Q3 2016 lower than in Q1/Q2, also the if Knab is the primary bank of the customer is lower.
The customer really like the fact that Knab gives them a high interest rate. Factors such as Low cost, service, online bank and user friendly are rated all around 12%. (low-average)
All the customer are long term.
The organization MeMo² voert sinds Q4/2013 Klanttevredenheidsonderzoek uit onder nieuwe en bestaande klanten van Knab. Het doel van de studie is onder andere de klanttevredenheid, NPS en CES in kaart te brengen. Daarnaast worden ook de positieve aspecten, negatieve aspecten en verbeterpunten van de dienstverlening van Knab geanalyseerd.
Periode: Q3 2016 Per Klantfase: • Bestaande klanten N=233 • Nieuwe klanten Q3 N=229 Per Klantsegment: • Particulier N=322 • Zakelijk N=175 • Beleggen=55Management Summary:
Segmentation:
Private customers don’t have significant differences in Q1/Q2.
In Q3 2016 is the NPS of Investing customers significant higher than in Q1/Q2. However the overall satisfaction is lower than last quarter.
NPS Business customer is in Q3 2016 lower than in Q1/Q2, also the if Knab is the primary bank of the customer is lower.
Private customer People really like for 51% that they are providing high rent. Low cost, service, online and easy are rated all around 12%.
Knap verlaten laat
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