Model for measuring customer satisfaction with key accounts

Project Overview

This internship takes place at our location in Amsterdam or Eindhoven within the Enterprise Sales team. You will be supervised by Frank van de Vinne (Business unit  Director) and Christoffel Klimbie (Senior Account Manager). The internship period is six months and we will coordinate with both your availability and the planning of the project. The goal of this internship is to get a full picture of the satisfaction of our key accounts.

Project description

At Bureau Veritas Cybersecurity, we work with a large and diverse client portfolio. We carry out projects in the areas of technology (e.g. penetration testing), processes (such as audits) and human behaviour (awareness and training). We now measure the quality of our services on a per project basis - primarily through the Net Promoter Score (NPS).

For our key accounts, we need a Key Account Satisfaction model. These customers have a great impact: they generate a large part of our turnover, are important for references in tenders and play a key role in our market position. That's why we want deeper insight into their satisfaction and collaboration experience

During your internship, you will develop a practical, scalable and smart model to measure and improve the satisfaction of these key accounts quarter-on-quarter.

That model should provide a complete picture of how clients experience us and not just in project execution, but also in:

• Accountmanagement
• Communication
• Administration
• Support

The end result is a Key Account Satisfaction Model that we can use for tenders, strategic growth plans and continuous improvement of our customer relationships.

Specifically, what will you perform?

• Investigate which factors are important for key account satisfaction
• See how other organizations perform (benchmark)
• Interviews with colleagues and customers
• Investigate if other Bureau Veritas businesses have best practices
• Design a measurement model that can be used quarterly
• Develop tools such as questionnaires, dashboards or scorecards
• Making the model practical, clear and executable for our teams
• Present the final model to management and key account managers

Why is this interesting for you?

• You get a lot of freedom in the interpretation of the assignment
• The impact of your work is directly visible on customer relationships and commercial successes
• The model can be widely deployed within our international organization
• You will learn what cybersecurity projects and processes look like, without the need for prior technical knowledge
• Perfect for students interested in: sales& marketing, consulting, business, data, customer relations or process optimization

Are you interested in this project?

Do you have questions or would you like to send your CV? You can reach us at jobs.cybersecurity@bureauveritas.com 

📌 Note: Pre-employment screening, including a Certificate of Conduct (VOG), and assessment are part of the recruitment process.