Posted Mon, 2018-10-29 19:18 by Soukaina Touil
START Date:
February, 2015
Mission: Strategic alignment of the quality department objectives with the global strategy of Attijariwafa Bank: SME Customers Satisfaction Survey Analysis - Establishment and conduct of a Satisfaction Survey targeting the SME customers to assess their opinion regarding the quality of the bank’s services
- Analysis of the survey results through Qlikview tool and Microsoft Access
- Implementation of a strategic management dashboard including quality and satisfaction KPIs such as the Net Promoter Score, the Satisfaction score and the TRI*M indicator
- Definition of 4 main customer profiles according to their Loyalty and Satisfaction
- Definition of 4 different quality improvement action areas based on the Importance -Satisfaction Matrix relative to each element of the survey
- Development of customized recommendations for the Quality Control Department of Attijariwafa Bank targeting each weakness zone detected during the analysis
- Meetings and weekly reporting to the head of the Quality Department
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