Development and implementation of the commercial performance audit
Wilfred Kik and Leo van Doorn
ABN AMRO is one of the top three banks in the Netherlands with 570 “bankshops.” It introduced a commercial audit to make bankshop staff and management aware of the required level of customer service; to improve sales and customer satisfaction and to ensure that clients get the same level of service at each bankshop.
Development and Implementation of the Commercial Performance Audit
Wilfred KikMarketResponse International Group, Netherlands
Leo van DoornABN AMRO Bank, Netherlands
BACKGROUND OF ABN AMRO BANK AND SERVICE CONCEPT
ABN AMRO Bank
ABN AMRO is a prominent international...
