Projektit

Me haastamme itsemme auttaa avainpäätöksentekijöitä eri tasoilla kaikissa tilanteissa riippumatta asiakkaamme koosta ja ydinliiketoiminnasta. Olemme ylpeitä voidessamme todeta, että sen perustamisesta lähtien Academic Business Consulting on onnistunut toimittamaan yli 450 projektia.
 

Customer enquiry on how to improve customers’ well being during waiting time at the bank

This consultancy project was based on the assumption that reductions of the workforce inbanks causes frustration for both customers and personnel, and that this will have a negative impact on the banks profitability in the long run. The assignment for ABC was therefore to perform a customer survey in one bank in order to find possible solutions that decrease this particular frustration among the customers. The empirical part of the survey consisted of approx. 300 questionnaires and 25 more profound interviews. Five of these interviews were of benchmarking-nature with other, similar service providers. The result of the project was a written report based on the outcome of the customer survey. The conclusion of the report included a guide of nine recommendations for the bank.

WORK SPACES

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SHOWROOMS

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Customer survey: perception of company’s image

The customer, an auction house, requested an image survey that would clarify the perceived image of the company among its customers. The auction house was about to further develop its services, and this project would also function as the basis for that development. The consultancy project was divided in two phases, one theoretical and one empirical. The theoretical phase consisted of a literature study and review of the key

points from literature. This literature study functioned as a basis for the empirical part where the consultants created a questionnaire together with the employer. The questionnaire was sent to 555 customers, and out of these, 174 were returned. These answers were analyzed and the findings were presented to the employer. The survey resulted in a clearer view of the customers, perceived image of the auction house, and the consultants were also able to provide the employer with some further recommendations that would improve the perceived image and service quality for their customers.

GALLERIES

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