De onderzochte organisatie is een leverancier van wieler- en schaatskleding. Sinds 2012 is het produceren van teamkleding de kernzaak. De opdrachtnemer loopt de afstudeerstage intern op het kantoor van de organisatie. Opdrachtnemer Karlijn van Krimpen kreeg de opdracht om onderzoek te doen naar de klanttevredenheid …

Hogeschool Leiden is momenteel bezig met de ontwikkeling van mijn.hsleiden.nl. Mijn.hsleiden.nl is een onlineportal die de studenten van deze hogeschool in de toekomst voorziet van alle gewenste informatie en functionaliteiten. Hogeschool Leiden is momenteel niet op de hoogte van de tevredenheid van …

De aanleiding voor dit onderzoek is de wens die de gemeente Leidschendam-Voorburg, afdeling Werk en inkomen, heeft om premediation structureel in te voeren in hun werkproces (van de aanvraag tot de behandeling van het bezwaarschift door de commissie) en hiermee het formele bezwaarproces te voorkomen. …

This research was commissioned by HA! Marketing, an independent internet marketing agency based in Rotterdam. HA! Marketing supports small retail businesses. They implement both executive and advisory work relating to internet marketing for these companies. HA! Marketing discovered that for their target …

This report provides an analysis and evaluation of a survey into how stakeholders (employees and customers) of Exact can be activated to become ambassadors on social media. Exact wants to obtain insight in how internal and external stakeholders can have more engagement on how Exact presents itself to …

Streekbox is an organisation in delivering fresh food meal kits, which is still a developing organisation. The brand value of Streekbox is: “we connect people with local and healthy products”. Within the organisation, there was no focus on the Customer Journey. The organisation wants to map its Customer …

This report provides a conducted research on different attributes of the Leisure guest segment of the Hampshire Hotel Fitland in Leiden. The expectations and performances are measured in terms of 29 different attributes by a questionnaire, based on the customer satisfaction model of Akbaba . Furthermore, …

This thesis is written for Rical Cleaning products, a Dutch company that is specialized in selling cleaning products business to business. The purpose of this research is to obtain insight on the level of customer satisfaction, customer loyalty and the level of customer recommendations and how this can …

Kasteel Oud-Poelgeest is an estate which consists of two different buildings, one of them is a castle and the other one is the coach house. It is a congress-hotel, with 15 meeting rooms and 45 hotel rooms. The director of Kasteel Oud-Poelgeest finds it really important to focus on the guest to see what …

This report shows the online customer journey of Hotel van Oranje. It finds that there are negative touch points with the younger generation and it is leading to customer dissatisfaction of the website. Key recommendations are:  A new responsive website for Hotel van Oranje  Monitoring the touchpoints …