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...

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