Kwikfit Website Evaluation
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Designing and improving the service process: KWIKFIT OLAF VALKHOFF W1560381 MANAGING SERVICES ASSIGNMENT 2 TUTOR: CAROLINE ENNIS & GIZEM MORRIS DEADLINE: 17 DECEMBER 2015 Content Managing Services 1 Page of content 2 1. Terms of Reference 3 2. Service offering 2.1 The service concept 4 2.2 Service Design 4-‐5 2.3 Service Blueprint 6
2.4 The customer experience 6-‐7 3. Evaluation 3.1 Customer Expectations 8 3.2 Customer Journey & recommendations 8-‐9 4. Conclusion 10 5. References 11 6. Appendix 12-‐14 1. Terms of ReferenceNowadays services are being more and more present in the business-world. Therefor, companies can distinguish themselves with well-designed and structured services. Because currently developments in several categories like innovation and technology are developing so quick adjustments have to be made to every companies service design. As companies strive to make asmuch profit as possible, they have to apply the service concept in every stage of their process which is connected to the customer. By keeping the service design concept well-structured and focused on the relationship between customer and the service, the company can keep the satisfaction level from the customers high and therefor make more profit. Kwikfit offers a service on which customers can find all information on servicing, hiring or checking cars domestically and internationally. This report is a summary of interaction with the service that Kwikfit offers to its clients.