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Trade Promotion Strategies by Claude Cellich

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Case 3

Functional Analysis

The United Kingdom Trade and Investment Board (UKTI) and Client Satisfaction

From 2005 to the present, UKTI has undertaken an ongoing survey on the satisfaction of its clients, gathering regular data. The purpose of this survey is to determine where clients assess the services offered by UKTI and where improvement could be expected.

The system in place consists of undertaking performance measurements and monitoring supports and delivery of benefit to business by providing (as quoted by UKTI):

• Sound understanding of business needs and how UKTI services add value to which types of clients and under what circumstances.

• Sound understanding of service quality strengths and weaknesses and how they affect impact.

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