Model for Key Account Customer Satisfaction Measurement

Project Overview

Goal: Obtaining a complete picture of key account satisfaction.
Location: Amsterdam or Eindhoven
Timeframe: 6 months
Team: Sales Enterprise
Supervisor: Frank van de Vinne & Christoffel Klimbie

Student Attributes

Education: bachelor or master Commerce/Marketing

Technical skills: MS Office

Soft skills: Interview skills, Commercial skills, Helicopter view, Analytical skills

Project Description

Within Bureau Veritas Cybersecurity, we serve a large number of clients by executing a wide range of cybersecurity projects. These projects may focus on Technology (such as penetration testing), Processes (such as audits and process evaluations), or People (with an emphasis on behavioral change). Projects vary in size and duration. Client satisfaction for these types of projects is typically measured using an NPS (Net Promoter Score).

Bureau Veritas Cybersecurity has also defined a group of key accounts, currently close to 40. For these clients, we often carry out a substantial number of projects each year across various areas. This contributes to a holistic improvement in the organization's cybersecurity posture.

Key accounts are of great importance to us. They represent a significant portion of our revenue and often serve as references for other potential clients. It is therefore essential to have clear insight into their satisfaction levels so that action can be taken if necessary. Evaluating satisfaction through NPS alone is insufficient in this context. It's crucial to assess satisfaction across all aspects of our service delivery — not just project execution, but also account management, invoicing, and other supporting processes.

At present, there is no model in place to comprehensively assess the satisfaction of key accounts. The objective of this internship project is to develop such a model.

Are you interested in this project?
Do you have questions or do you want to submit your CV? You can reach us through jobs.cybersecurity@bureauveritas.com 

📌 Please note: Pre-employment screenings and assessments may be part of the recruitment process. Each year, a social media screening will be conducted and a Certificate of Conduct (VOG) will be requested.