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