About the project
We created focus groups to assess customer satisfaction, gather customer feedback, and identify opportunities for improvement by analyzing customer needs, understanding their expectations, identifying issues they face during the customer journey, and enabling the customer to develop appropriate ideas for the customer loyalty program.
The main objectives of the project
- Identify opportunities for improvement to better understand and meet customer needs and expectations.
- Identify the most common problems faced by customers during the customer journey.
- Measure the current level of satisfaction on the touchpoints.
- Enable the customer to develop appropriate ideas for the loyalty program.
The project Outputs
- Establishments - Self-employment - Productive Families - Social Loans.
- Target Group: Customers benefiting from the Bank's financing products.
- Planning Phase: Determine customer segments and write questions and questionnaires.
- Implementation Phase: Ensure that the workshop runs according to the specified time, provide break time, and distribute questionnaires to customers.
- Reporting Phase: Extract customer suggestions and development initiatives.
- Project Phases: Riyadh, Dammam, Jeddah, Tabuk, Abha.
- Project in numbers: Holding 10 workshops in various regions of the Kingdom.
