Board of Managing Directors
Controller Alliances
Flight Operations
Fleet Services
Commercial Cabin Crew
Ground Services
Operations Controller
Network Passenger
Business Appendix A: KLM Organisation
‘
Appendix B: Organigram KLM Commercial & KLM E-Business
Executive Vice President
Finance &
Control Executive
Office
Distribution
Services Human
Resources
Sales Areas
E-Business
&
Services
Marketing &
servcies
Pricing &
Revenue Management
Commercial Operations
Support
Human Resources Controller
E-Product
Development E-Sales E-Services
E-CRM Communication
Management Revenue
Management Field
Management Merchandizing E-Marketing
Appendix C: Organigram SZ
HR - Esther Luyendijk
KLM.nl - D. Bos KLM.uk - P. McNamara KLM.de - S. Stangl KLM.se - M. Redeker KLM.zrh - D. Eggenberger CEE - E. Dorman KLM.it -A. van Darter KLM.fr - J-M Brodu KLM.sp - P. Verhagen Gulf - L. Weerts
Meditarenean - R. Delima Asia - S. Bakalis Africa - V. Singh
Z-America - P. van Breugel Controller - Pieter Wensveen - Ton Meijer - E-ticketing T.B.D.
Director E-Product Development Dirk Kronemeijer
Support - Noortje Pouw - Janine Maas
IM
Kees Wijnstra (AT)
Fulfillment
Manger Fulfilment Gerard Bakker
Project mngr Fulfilment Gerrit Visser
E-Services Remco Althuis
Content
Manager Content & Usability Janneke Gokemeijer
Contentmanager KLM.com:
Nadine van Eersel Marlies Roodenburg
Martine van der Linde de Bresser Webmaster KLM.com
Development
B2C development mngr
Ilya Broekhuijzen
B2B/T development mngr Simon Bosworth
Bettine Rube
E-Operations (deploy/operate) Erik v. Lieshout (AT/SZ) World Wide support
Huub Lems (AT/SZ) Ton Schilders (AT/SZ) Carl Brooks (AT/SZ) Paulien Rijnhart (AT/SZ)
Vera Dam (AT/SZ) Anja Gout (AT/SZ) Site management
Arnest Mostert (AT/SZ)
Jeroen. Groenveld (AT/SZ)
E-projects (build) Rene Jalink (AT) Helga Broeshart (AT) Eric Valent (IS) John van Kesteren (IS) Roy Scheerder (IS) E- design
Erik Harkes (AT) Joris Vervaat (AT) vacancy (AT) Bookingtool mngr
Paul Longarini
Director Sales Ruurd van Geene Director E-Marketing
Alexander Mul
Sr Field Manger Niki van Wijk
Campain Manager Marjolein Vilé Jr. Field Manager T.B.D.
Business Development Mgr
T.B.D.
Non Air manager Cynthia Mackay Affiliate Manager Nicolle Dellaert Ivon Mersmans
Revenue Mngt & Product dev.
Merchandising Manager Ward Meijer
Area Revenue Manager Jorge Duarte
Product Innovation Manager T.B.D.
Site Traffic & Promotion.
Sr. Site Traffic & Promotion mngr Anita Peeters
Sales manager B2B Hester Bruijninckx
BeLux, France, Spain, Italy, Asia Sales Manager B2T Dimitri Wams
NL, UK, Nordic, Gulf Sales Manager E- ticketing
Jorgen Lindberg
Sales Manager B2C Thomas Eikelenboom Sales Support Rick van der Wurff Vice president e-business
Bart Vos
Vistor identifies
Visitor is known
Visitor likes to be a member
Visitor is admitted as a
customer
Found a suitable offer Identify
customer and retrieve data
Visitor is known
Identify visitor
(Robot) processing
Paper
E-ticket
place content on
the website
Add new language
Derive process and
transaction info for M.I
Load special offers in
tool
Supervise business authorisations place
content on the website
Keeping the settings up to
date
Supervise business authorisations
Derive process and transaction info for M.I
place content on the website
Derive process and transaction info for M.I
Derive process and
transaction info for M.I
Keeping the settings up to date
Supercise business authorisati
ons Chair info Price info
Choice payment
method
Choice ticket
Administrat ive settlement
and payment
Exit
Transaction service
Security service
Comm service
Transaction service
Web publishing
service
Reporting service Admin.
service
Datamanage ment service
Adm service
Presentation service
Comm.
service Presentation
service
Security service
Security service
Comm service
Transaction service
Reporting service Admin. service
Datamanage ment service
Adm service
Presentation service
Data management
service Presentation
service
Security service
Building blocks Supporting processes
Transaction service
Security service
Comm service Datamanage ment service
Presentation service
Transaction service
Data management
service
Reporting service Adm
service supervise
translations
Supervise business authorisations
wel/geen ticket.
how many hours in advance Yes
No
Yes
No
Visitor surfs anonnymous
No
Start Orientation Buy Fulfilment
Start contact KLM
Business to consumer KLM.Com online booking Electronic bookingtool Click and go
Action fares E-services E-tickets
Self service check in Internet check in Mobile services Online time table Business to business Bluebizz
Total travel manager KLM connect
Business to trade KLM trade connect KLM trade open interface
Appendix E: Product portfolio
Appendix F: Customer interaction
8. Baggage Handling
3. Check-in
4. Lounge
7. Arrival 1. Marketing
Communications
2. Purchase Ticket
9. Loyalty Programs 10. Customer
Relations
B-to-T
B-to-C B-to-B
c b
7a. Transfer
Step 1: Selecting on relevance
A lot of data is not relevant for the course of the research. Every interview is preceded by an introduction and during the interview some informal chats are inevitable. These fragments are not of interest for the research. To determine the relevance of the text, the problem formulation plays a crucial role. The fragments that contribute to an answer to the problem formulation are interesting for this research.
Step 2: Breaking up the text into fragments
The relevant text needs to be split up into fragments in a way that every fragment provides information on one subject. This is not as easy as it seems. A respondent speaks of more than one subject in a time. Although the questionnaire was designed per subject, most respondents answered very extendedly and discussed various subjects at once. By providing me with narratives they roughly talked about the complete process. It is important not to diminish the fragments too much. The interpretation of the fragment in a second stage will be difficult. Moreover,it is possible to split up a fragment when necessary. The junction of fragments is a lot more difficult.
Step 3. Labelling
The fragments are provided with a name. In principle the labelling process started in phase 2 since the fragmentation is in accordance with the defined subjects.
Important in this step is to keep the problem statement in mind. The first label contained the appropriate category, internal or external customer orientation.
Most of the fragments are labelled with more than one subject since a fragment contains several subjects. Too many labels have to be removed since the labelling has to result in a meaningful reduction of the data. After analysing the first interview I created a table with the granted labels. The fragments from the next interview could be easily added and some new labels could be identified.
Step 4. Ordering and reducing labels
The various labels still diverge in concreteness. Most of the times there is one label that indicates the content of the fragment best, the other labels are just a pecularization of this feature. In fact, these percularized labels indicate the dimension of the feature. Every single statement of a respondent is initially perceived as a dimension. In a later stage the deviating statement will be examined further. The theoretical framework and the literature can serve as a guideline for ordering the labels. Another method to reduce the amount of labels is seeking overlapping labels. For example the label.... and ... have almost the same meaning. The labels that are not relevant for this thesis can be removed immediately since they do not provide an answer on the problem statement.
Step 5. Selection definite labels
Since there are still many labels, a selection has to be made on the relevance. I choose to select the labels that are used by more than one person. Since the topics of the questionnaire were leading in the interviews, most of the labels were mentioned more than once. From a positive motivation the labels which are mentioned in table 5. Can be identified. A positive motivation is the driving force which lead to the goals. (Schiffman and Kanuk,1991).
Appendix G: Analysis method
Step 6. Determine the validity of the labels
Paragraph.. discussed the validity of the research already. The first two interviews were analysed and the tentative core labels were identified. The following interviews examined the validity of the label scheme. Some fragments did not fit in the scheme. After this check the scheme was adjusted and appeared to be more appropriate.
Step 7. The definition of core labels
The core labels have to be defined in a way that all fragments fit in a core label.
It is important to look at the dimension and load. These aspects determine the width of the label. To detect the core of the label it can be interesting to look back into the accompanied fragments. The core labels are presented in table..
Step 8. Determining the inter subjectivity
This refers to the reliability. The reliability of the research is discusses extensively in paragraph. Here, the most important aspects for the reliability of the analysis are discussed. The results can be perceived as not reliable when the researcher influences the results. Gerard Baker controlled this intersubjectivity. He listened to three interviews and concluded that the fragments could all be adjudged to a specific label.
Why did you decide to contact the KLM customer service?
(multiple respons)
1 Request for help with making a booking through the KLM website 2 Problems with booking through the KLM website
3 Error message on the KLM website 4 The KLM website was too slow 5 The KLM website was unavailable 6 Browser problems
7 To change a ticket and/or flight 8 To cancel a flight
9 To confirm the booking 10 Payment problems 11 To confirm my flight
12 A question about the safety of payment on the internet 13 Extra services on the KLM website
14 Flying Dutchman programme 15 The KLM website is unclear 16 Tariff information
17 Complaint
Did you try to find an answer to your question(s) on the KLM website before you sent us an email?
1 Yes 2 No
Could you indicate why you still contacted our customer service after looking at the website? (multiple answers possible)
1 My problem kept occurring 2 I emailed to get a confirmation 3 My question was not listed in the FAQ 4 I could not find an answer to my question
Could you indicate why you did not look on the KLM website? (multiple answers)
1 I did not think about it 2 I did not have the time
3 I did not know where to find the relevant information 4 I found it easier to email directly
What was the reason for you to contact us by phone instead of bye-mail?
Multiple answers possible
1 E-mailing is easier than calling
2 It is not possible for me to use the internet and place a phone call at the same time
3 E-mailing is less expensive than calling
4 I find it annoying to wait on the phone for a long time 5 There is no rush
6 I did contact by phone
Appendix H: Questionnaire phone research
Could you indicate in what time span you would find it reasonable to receive a reply to your email?
1 Within an hour 2 Within two hours 3 Within three hours 4 Within six hours 5 Within twelve hours 6 Within 24 hours 7 Within 36 hours 8 Within 48 hours 9 More than 48 hours 10. DK/NA
Could you give an estimate of the time you had to wait before you got to speak with an operator1 Within an hour
On a scale of 1 to 10, could you indicate how satisfied you are with service? (1 being very dissatisfied and 10 very satisfied)
Could you indicate why you are dissatisfied?
Could you indicate how important you find each of the following skills for operators of an Internet helpdesk in general?
1 Customer friendliness 2 Internet expertise
3 Expertise on KLM services 4 Helpful in finding a solution 5 Ability to solve problems 6 Patience
7 Discretionary powers
Label 1 very unimportant Label 2 unimportant
Label 3 neither important nor unimportant Label 4 important
Label 5 very important
On a scale of 1 to 10, could you indicate how satisfied you are with each skill of the 0900 boekklm operator that helped you?
1 Customer friendly 2 Internet expertise
3 Expertise on KLM services 4 Helpful in finding a solution 5 Ability to solve problems 6 Patience
7 Discretionary powers
Could you indicate how important you find each of the following aspects for our 0900-boekklm service?
1 My problem is solved
2 Speed of solving my problem 3 Accessibility
4 The fact that the booking is finished for me by the operator
5 The fact that the operator assists me in finishing the booking online
Label 1 very unimportant Label 2 unimportant
Label 3 neither important nor unimportant Label 4 important
Label 5 very important
What mark would you give the following aspects regarding your telephone conversation?
1 My problem is solved
2 Speed of solving my problem 3 Accessibility
Have you ever booked a flight through our website (www.klm.com)?
1 Yes 2 No
Have you booked online as a result of your previouscall?
Items Code Omschrijving 1 Yes
2 No
Why did you book online?
1 Inexpensive 2 Quick
3 Availability 24/7 4 Easy
5 Expect lower prices 6. Other, specify
How often have you successfully booked a flight online through the KLM website?
1 Never 2 Once 3 Twice 4 3 - 5 times
5 More than 5 times
Have you contacted KLM when making previous bookings?
1 Yes 2 No
Did you book a flight with KLM as a result of your call?
1 Yes, by phone
2 Yes, with a travel agency 3 No
Have you ever tried to book a flight through the KLM website?
1 Yes 2 No
Did you contact us by phone at that time?
1 Yes 2 No
On a scale of 1 to 10, could you indicate how satisfied you are with the online booking process through our website. (1 being very dissatisfied and 10 very satisfied)
Would you try to book online (again)?
1 Yes 2 No
Could you indicate why you do not want to book online?
Could you explain why you would not book online again?
1 I found it easier to book through another channel 2 I don't know how to book online
3 I do not think it is safe to book online 4 I do not like the bookingprocess on the site 5 I like having personal contact
Are you familiar with online chatting?
1 Yes 2 No
Would you like to use this service as support with the booking process?
1 Yes 2 No
Did you view the demonstration of the booking process on our website?
1 Yes 2 No
On a scale from 1 to 10 what is your opinion of this demonstration?
We have a page on our website where the most frequently asked questions to KLM are answered. Have you ever consulted this page?
1 Yes 2 No
On a scale of 1 to 10, could you indicate how you rate the usefulness of this page.
(1 being very poor and 10 extremely useful)
It is now technically possible to let the KLM see in on your booking screen. You call us with a problem and give us permission to look at your computer screen so we can give you specific directions to solve the problem. How do you feel about this possibility?
1 Very pleasant 2 Pleasant
3 Neither pleasant nor unpleasant 4 Unpleasant
5 Very unpleasant
How would you feel about us working in your screen during the conversation using this technology? We would obviously only do this with your permission.
1 Very pleasant 2 Pleasant
3 Neither pleasant nor unpleasant 4 Unpleasant
5 Very unpleasant
When visiting our website, did you feel anything is left out or that there are insufficient options?
1 Yes 2 No
What is missing?
Concerning service while booking, which of the following channels would you prefer?
(multiple answers possible) 1 Telephone
2 Email
3 Frequently asked questions list /FAQ 4 Online chatting
5 Co-browsing (viewing with customer), screen-sharing, cooperation 6 Demonstration on our website
KLM is currently developing new ways of paying for bookings through the website. We would like to know which methods you would like to use.
Could you indicate which of the following methods of payment you prefer?
1 Payment when picking up ticket at the counter 2 Banktransfer
3 Internetbanking 4 Giro credit slip
5 Creditcard payment through website
Is the Internet available to you at home?
1 Yes 2 No
Does your Internet connection at home go via cable or telephone?
1 Telephone 2 Cable
3 Both telephone and cable
Do you use an analogue, ISDN or ASDL connection?
1 Analogue (standard) 2 ISDN
3 ADSL
Which service provider do you use?
Do you subscribe to our Flying Dutchman programme?
1 Yes 2 No
What servicelevel are you at?
1 Blue plus 2 Silver Elite 3 Gold Elite 4 Platinum Elite
Which age group are you in?
1 <18 2 18-24 3 25-34 4 35-44 5 45-54 6 55-64 7 >65
Did you visit our website for business or personal purposes?
1 Business 2 Personal
3 Both business and personal
Are you male or female?
1 Male 2 Female
Welcome to the KLM questionnaire. We appreciate very much you taking the time to answer these questions. By giving us your opinion we will be able to concentrate on adapting our services to the wishes of our customers.
Why did you decide to send an email to the KLM customer service?
(multiple respons)
1 Request for help with making a booking through the KLM website 2 Problems with booking through the KLM website
3 Error message on the KLM website 4 The KLM website was too slow 5 The KLM website was unavailable 6 Browser problems
7 To change a ticket and/or flight 8 To cancel a flight
9 To confirm the booking 10 Payment problems 11 To confirm my flight
12 A question about the safety of payment on the internet 13 Extra services on the KLM website
14 Flying Dutchman programme 15 The KLM website is unclear 16 Tariff information
17 Complaint
Did you try to find an answer to your question(s) on the KLM website before you sent us an email?
1 Yes 2 No
Could you indicate why you still contacted our customer service by email after looking at the website? (multiple answers possible)
1 My problem kept occurring 2 I emailed to get a confirmation 3 My question was not listed in the FAQ 4 I could not find an answer to my question
Could you indicate why you did not look on the KLM website? (multiple answers)
1 I did not think about it 2 I did not have the time
3 I did not know where to find the relevant information 4 I found it easier to email directly
What was the reason for you to contact us by email instead of by phone?
Multiple answers possible
1 E-mailing is easier than calling
2 It is not possible for me to use the internet and place a phone call at the same time
3 E-mailing is less expensive than calling
4 I find it annoying to wait on the phone for a long time 5 There is no rush
6 I did contact by phone
Appendix I: Questionnaire webresearch
Could you indicate in what time span you would find it reasonable to receive a reply to your email?
1 Within an hour 2 Within two hours 4 Within six hours 5 Within twelve hours 6 Within 24 hours 7 Within 36 hours 10 Within 48 hours 11 More than 48 hours 10. DK/NA
Could you give an estimate of the time you had to wait for a reply to your email?
1 Within an hour 2 Within two hours 3 Within three hours 4 Within six hours 5 Within twelve hours 6 Within 24 hours 7 Within 36 hours 8 Within 48 hours 9. More than 48 hours 10. DK/NA
On a scale of 1 to 10, could you indicate how satisfied you are with our email service? (1 being very dissatisfied and 10 very satisfied)
Could you indicate why you are dissatisfied?
Could you indicate which of the following aspects you find important for our email service?
1 Completeness 2 Friendliness 3 Speed 4 Clarity
Label 1 very unimportant Label 2 unimportant
Label 3 neither important nor unimportant Label 4 important
Label 5 very important
On a scale of 1 to 10, could you indicate how satisfied you are with the various aspects of our email service. (1 being very dissatisfied and 10 very satisfied)
1 Completeness 2 Friendliness 3 Speed 4 Clarity
Have you ever contacted our 0900-boekklm (0900-2635556) service telephone line?
1 Yes, before I sent an email to KLM.
2 Yes, after I sent an email to KLM 3 Yes, on a former visit to the KLM site 4 No, never
Could you indicate how important you find each of the following skills for operators of an Internet helpdesk in general?
1 Customer friendliness 2 Internet expertise
3 Expertise on KLM services 4 Helpful in finding a solution 5 Ability to solve problems 6 Patience
7 Discretionary powers
Label 1 very unimportant Label 2 unimportant
Label 3 neither important nor unimportant Label 4 important
Label 5 very important
On a scale of 1 to 10, could you indicate how satisfied you are with each skill of the 0900 boekklm operator that helped you?
1 Customer friendly 2 Internet expertise
3 Expertise on KLM services 4 Helpful in finding a solution 5 Ability to solve problems 6 Patience
7 Discretionary powers
Could you indicate how important you find each of the following aspects for our 0900-boekklm service?
1 My problem is solved
2 Speed of solving my problem 3 Accessibility
4 The fact that the booking is finished for me by the operator
5 The fact that the operator assists me in finishing the booking online
Label 1 very unimportant Label 2 unimportant
Label 3 neither important nor unimportant Label 4 important
Label 5 very important
What mark would you give the following aspects regarding your telephone conversation?
1 My problem is solved
2 Speed of solving my problem 3 Accessibility
Have you ever booked a flight through our website (www.klm.com)?
1 Yes 2 No
Have you booked online as a result of your previous email?
Items Code Omschrijving 1 Yes
2 No
Why did you book online?
1 Inexpensive 2 Quick
3 Availability 24/7 4 Easy
5 Expect lower prices 6. Other, specify
How often have you successfully booked a flight online through the KLM website?
1 Never 2 Once 3 Twice 4 3 - 5 times
5 More than 5 times
Have you contacted KLM when making previous bookings?
1 Yes 2 No
Did you book a flight with KLM as a result of your previous email?
1 Yes, by phone
2 Yes, with a travel agency 3 No
Have you ever tried to book a flight through the KLM website?
1 Yes 2 No
Did you contact us by phone at that time?
1 Yes 2 No
On a scale of 1 to 10, could you indicate how satisfied you are with the online booking process through our website. (1 being very dissatisfied and 10 very satisfied)
Would you try to book online (again)?
1 Yes 2 No
Could you indicate why you do not want to book online?
Could you explain why you would not book online again?
1 I found it easier to book through another channel 2 I don't know how to book online
3 I do not think it is safe to book online 4 I do not like the bookingprocess on the site 5 I like having personal contact
Are you familiar with online chatting?
1 Yes 2 No
Would you like to use this service as support with the booking process?
1 Yes 2 No
Did you view the demonstration of the booking process on our website?
1 Yes 2 No
On a scale from 1 to 10 what is your opinion of this demonstration?
We have a page on our website where the most frequently asked questions to KLM are answered. Have you ever consulted this page?
1 Yes 2 No
On a scale of 1 to 10, could you indicate how you rate the usefulness of this page.
(1 being very poor and 10 extremely useful)
It is now technically possible to let the KLM see in on your booking screen. You call us with a problem and give us permission to look at your computer screen so we can give you specific directions to solve the problem. How do you feel about this possibility?
1 Very pleasant 2 Pleasant
3 Neither pleasant nor unpleasant 4 Unpleasant
5 Very unpleasant
How would you feel about us working in your screen during the conversation using this technology? We would obviously only do this with your permission.
1 Very pleasant 2 Pleasant
3 Neither pleasant nor unpleasant 4 Unpleasant
5 Very unpleasant
When visiting our website, did you feel anything is left out or that there are insufficient options?
1 Yes 2 No
What is missing?
Concerning service while booking, which of the following channels would you prefer?
(multiple answers possible) 1 Telephone
2 Email
3 Frequently asked questions list /FAQ 4 Online chatting
5 Co-browsing (viewing with customer), screen-sharing, cooperation 6 Demonstration on our website
KLM is currently developing new ways of paying for bookings through the website. We would like to know which methods you would like to use.
Could you indicate which of the following methods of payment you prefer?
1 Payment when picking up ticket at the counter 2 Banktransfer
3 Internetbanking 4 Giro credit slip
5 Creditcard payment through website
Is the Internet available to you at home?
1 Yes 2 No
Does your Internet connection at home go via cable or telephone?
1 Telephone 2 Cable
3 Both telephone and cable
Do you use an analogue, ISDN or ASDL connection?
1 Analogue (standard) 2 ISDN
3 ADSL
Which service provider do you use?
Do you subscribe to our Flying Dutchman programme?
1 Yes 2 No
What servicelevel are you at?
1 Blue plus 2 Silver Elite 3 Gold Elite 4 Platinum Elite
Which age group are you in?
1 <18 2 18-24 3 25-34 4 35-44 5 45-54 6 55-64 7 >65
Did you visit our website for business or personal purposes?
1 Business 2 Personal
3 Both business and personal
Are you male or female?
1 Male 2 Female
A respondent of this survey will receive two KLM tickets to an European destination of his or her choice. In order to be able to win, we need you to enter your e-mail address below.
Customer orientation
Do you think KLM acts customer oriented on the subject of e-business? In what way?
What were the main obstacles to work customer oriented?
Do you think KLM innovate by means of a technical-, a cost- or a customer focus?
Did you receive any customer information of Cygnific?
Did you conduct market research on the website on a regular base?
In what way you think KLM e-business can act more customer oriented in their e- customer service?
In what way you think processes can be more efficient to act customer oriented Enablers:
Management
Process & procedures Skills
Training
Information systems System
Organisation
How did you perceive the contact between you and AMS/SZ? Do you think the communication lines had to be better?
Did you had regular contact with AMS/SZ? Did you receive valuable feedback of ams/sz
Dissemination
Is the acquired customer intelligence communicated in your business unit and between the business units?
Responsiveness
To what extend KLM responded on the acquired customer intelligence Internal customer orientation
How do you perceive the role of Cygnific?
Did you provided Cygnific with timely and up to date information?
Was there specific Internet knowledge present at Cygnific?
Did you had regular contact with Cygnific?
Appendix K: Questionnaire customer orientation (KLM)
Customer satisfaction
Do you think the website meet the customers needs?
Do you feel Cygnific handles the questions and complaints of customers in a right way?Do you feel there is sufficient knowledge available at Cygnific to serve the customer right?
Do you think the customers are satisfied with the way KLM e-business manages the relationship with the customers.
Do you think dissatisfied customers could have been prevented by a more customer oriented approach?
Do you think KLM is attainable for the customer?
Customer orientation
Do you think KLM acts customer oriented on the subject of e-business? In what way?
What were the main obstacles to work customer oriented?
Do you think KLM innovate by means of a technical-, a cost- or a customer focus?
Did you receive any customer updates of Cygnific?
In what way you think KLM e-business can act more customer oriented in their e- customer service?
In what way you think processes can be more efficient to act customer oriented Enablers:
Management
Process & procedures Skills
Training
Information systems System
Organisation
How did you perceive the contact between you and AMS/SZ? Do you think the communication lines had to be better?
Did you had regular contact with AMS/SZ? Did you receive valuable feedback of ams/sz
Generation
Do you acquire customer information for KLM?
Are there any systems available to generate custoemr information?
Is it in your job description to acquire customer intelligence?
Dissemination
Is the acquired customer intelligence communicated in your business unit and between the business units?
Do you provide KLM with customer information?
Responsiveness
To what extend KLM responded on the acquired customer intelligence Internal customer orientation
How do you perceive the role of Cygnific?
Did you provided Cygnific with timely and up to date information?
Was there specific Internet knowledge present at Cygnific?
Appendix L: Questionnaire customer orientation (Cygnific)
Did you had regular contact with Cygnific?
Customer satisfaction
Do you think the website meet the customers needs?
Do you feel Cygnific handles the questions and complaints of customers in a right way?Do you feel there is sufficient knowledge available at Cygnific to serve the customer right?
Do you think the customers are satisfied with the way KLM e-business manages the relationship with the customers.
Do you think dissatisfied customers could have been prevented by a more customer oriented approach?
Do you think KLM is attainable for the customer?
