Author: Campenhout,
Noortje
Student number: 182266
Mail:
Placement
Company: Nature.house
Company supervisor:
Supervisor: Maike van
Breda
Date: 05-02-2021
PLACEMENT REPORT
,Table of contents
Introduction............................................................................................................................................3
Chapter 1: Description of company and context analysis.......................................................................5
1.1 Description of Nature house.........................................................................................................5
1.2 Context analysis (DESTEP analysis Nature house).........................................................................6
Chapter 2: Daily Activities.......................................................................................................................9
Chapter 3: Company assignment..........................................................................................................13
Subchapter 3.1: Problem analysis.....................................................................................................13
The management problem...........................................................................................................13
3.2: Research problem......................................................................................................................15
3.3: Research goal:...........................................................................................................................16
3.5: Results.......................................................................................................................................19
3.6: Conclusions................................................................................................................................21
3.7 Recommendations......................................................................................................................22
Chapter 4: Specialization assignment...................................................................................................24
Customer gap 1:...............................................................................................................................25
Company gap 2:................................................................................................................................26
Company gap 3:................................................................................................................................28
Company gap 4:................................................................................................................................28
Chapter 5: Final word...........................................................................................................................30
Overview of professional literature......................................................................................................31
Appendices...........................................................................................................................................34
Appendix 1. Daily activities Nature house........................................................................................34
Image 1: Example tracked figures.................................................................................................34
Appendix 2: Coding scheme strengths..............................................................................................35
Appendix 2.1: Coding scheme weaknesses.......................................................................................36
Appendix 3: Retrospective support 06-01-2021...............................................................................37
Appendix 4 : Survey..........................................................................................................................39
4.1 Interview guide.......................................................................................................................39
4.2 Survey data.............................................................................................................................41
4.3 Coding scheme........................................................................................................................44
Appendix 5: Questionnaires.............................................................................................................47
1
, Interview 1: Anne Kok...................................................................................................................47
Interview 2: Lindy Bakx.................................................................................................................48
Interview 3: Willemijn van Slooten...............................................................................................49
Interview 4: Damiano van Burg....................................................................................................50
Interview 5: Bo Snijders................................................................................................................50
Appendix 6: Competitive analysis.....................................................................................................52
Appendix 7 Customer expectations..................................................................................................63
Appendix 8 Reviews – Customer gap................................................................................................64
Introduction...........................................................................................................................................2
Chapter 1: Description of company and context analysis.......................................................................3
1.1 Description of Nature house.........................................................................................................3
1.2 Context analysis (DESTEP analysis Nature house)........................................................................4
Chapter 2: Daily Activities.......................................................................................................................7
Chapter 3: Company assignment..........................................................................................................11
Subchapter 3.1: Problem analysis....................................................................................................11
The management problem...........................................................................................................11
3.2: Research problem.....................................................................................................................13
3.3: Research goal:...........................................................................................................................14
3.4: Research questions and approach method...............................................................................14
3.5: Results.......................................................................................................................................17
3.6: Conclusions................................................................................................................................19
3.7 Recommendations.....................................................................................................................20
Chapter 4: Specialization assignment...................................................................................................22
Customer gap 1:...............................................................................................................................23
Company gap 2:................................................................................................................................25
Company gap 3:................................................................................................................................26
Company gap 4:................................................................................................................................26
Chapter 5: Final word...........................................................................................................................28
Overview of professional literature......................................................................................................29
Appendices...........................................................................................................................................35
Appendix 1. Daily activities Nature house........................................................................................35
Image 1: Example tracked figures.................................................................................................35
Appendix 2: Coding scheme strengths.............................................................................................36
Appendix 2.1: Coding scheme weaknesses......................................................................................37
Appendix 3: Retrospective support 06-01-2021...............................................................................38
Appendix 4 : Survey..........................................................................................................................40
4.1 Interview guide.......................................................................................................................40
4.2 Survey data.............................................................................................................................42
4.3 Coding scheme.......................................................................................................................45
Appendix 5: Questionnaires.............................................................................................................48
Interview 1: Anne Kok..................................................................................................................48
Interview 2: Lindy Bakx.................................................................................................................49
Interview 3: Willemijn van Slooten...............................................................................................50
Interview 4: Damiano van Burg....................................................................................................51
Interview 5: Bo Snijders................................................................................................................51
2
, Appendix 6: Competitive analysis.....................................................................................................53
Appendix 7 Customer expectations..................................................................................................63
Appendix 8 Reviews – Customer gap................................................................................................64
Introduction
As the author of this report, a short introduction is appropriate. My name is Noortje van
Campenhout and I follow the international tourism business program with the specialization Tourist
Experience at Breda University of Applied Sciences.
This report was prepared to complete the placement period at Nature house that lasted 20 weeks
ran from September 7, 2020 to January 22, 2021.
Nature house is an online platform that offers cottages in Nature to guests on behalf of landlords, it
serves as an intermediary.
Nature house has had an incredibly large growth with the company in recent years. The company has
been in existence since 2009 and in a short time has grown to become a well-known platform to rent
and let cottages on. Because of this growth Nature House has had to let go of the original way of
working, where there was a lot of personal contact with guests and hosts. Still, the company would
like to optimize the support department, so that guests and hosts remain satisfied.
The company assignment was aimed at optimizing the support department of Nature house through
a competitive analysis. For the past 5 months I have been doing an internship at the support
department where I have been able to see from the inside how things are done here at Nature
house.
This report will outline the problems which Nature house is experiencing and seek for a solution to
those problems, this will be done based on 4 research questions:
What are the strengths and weaknesses of Nature house’s support department from the
perspective of the users?
What are the strengths and weaknesses of the support department of Nature house,
according to the employees and trainees of the support department?
Are the landlords and guests satisfied with their contact with Nature house's support
department?
To what extent are there differences and similarities in the way different organizations are
contacted?
In my research, I have made use of quantitative interviews to uncover what the guests, landlords,
and employees from the support department of Nature house have on their minds that could help to
improve the support department from Nature house. I hope to prepare Nature house for the near
future with this report.
I hope you enjoy reading the report.
Noortje van Campenhout
3
Noortje
Student number: 182266
Mail:
Placement
Company: Nature.house
Company supervisor:
Supervisor: Maike van
Breda
Date: 05-02-2021
PLACEMENT REPORT
,Table of contents
Introduction............................................................................................................................................3
Chapter 1: Description of company and context analysis.......................................................................5
1.1 Description of Nature house.........................................................................................................5
1.2 Context analysis (DESTEP analysis Nature house).........................................................................6
Chapter 2: Daily Activities.......................................................................................................................9
Chapter 3: Company assignment..........................................................................................................13
Subchapter 3.1: Problem analysis.....................................................................................................13
The management problem...........................................................................................................13
3.2: Research problem......................................................................................................................15
3.3: Research goal:...........................................................................................................................16
3.5: Results.......................................................................................................................................19
3.6: Conclusions................................................................................................................................21
3.7 Recommendations......................................................................................................................22
Chapter 4: Specialization assignment...................................................................................................24
Customer gap 1:...............................................................................................................................25
Company gap 2:................................................................................................................................26
Company gap 3:................................................................................................................................28
Company gap 4:................................................................................................................................28
Chapter 5: Final word...........................................................................................................................30
Overview of professional literature......................................................................................................31
Appendices...........................................................................................................................................34
Appendix 1. Daily activities Nature house........................................................................................34
Image 1: Example tracked figures.................................................................................................34
Appendix 2: Coding scheme strengths..............................................................................................35
Appendix 2.1: Coding scheme weaknesses.......................................................................................36
Appendix 3: Retrospective support 06-01-2021...............................................................................37
Appendix 4 : Survey..........................................................................................................................39
4.1 Interview guide.......................................................................................................................39
4.2 Survey data.............................................................................................................................41
4.3 Coding scheme........................................................................................................................44
Appendix 5: Questionnaires.............................................................................................................47
1
, Interview 1: Anne Kok...................................................................................................................47
Interview 2: Lindy Bakx.................................................................................................................48
Interview 3: Willemijn van Slooten...............................................................................................49
Interview 4: Damiano van Burg....................................................................................................50
Interview 5: Bo Snijders................................................................................................................50
Appendix 6: Competitive analysis.....................................................................................................52
Appendix 7 Customer expectations..................................................................................................63
Appendix 8 Reviews – Customer gap................................................................................................64
Introduction...........................................................................................................................................2
Chapter 1: Description of company and context analysis.......................................................................3
1.1 Description of Nature house.........................................................................................................3
1.2 Context analysis (DESTEP analysis Nature house)........................................................................4
Chapter 2: Daily Activities.......................................................................................................................7
Chapter 3: Company assignment..........................................................................................................11
Subchapter 3.1: Problem analysis....................................................................................................11
The management problem...........................................................................................................11
3.2: Research problem.....................................................................................................................13
3.3: Research goal:...........................................................................................................................14
3.4: Research questions and approach method...............................................................................14
3.5: Results.......................................................................................................................................17
3.6: Conclusions................................................................................................................................19
3.7 Recommendations.....................................................................................................................20
Chapter 4: Specialization assignment...................................................................................................22
Customer gap 1:...............................................................................................................................23
Company gap 2:................................................................................................................................25
Company gap 3:................................................................................................................................26
Company gap 4:................................................................................................................................26
Chapter 5: Final word...........................................................................................................................28
Overview of professional literature......................................................................................................29
Appendices...........................................................................................................................................35
Appendix 1. Daily activities Nature house........................................................................................35
Image 1: Example tracked figures.................................................................................................35
Appendix 2: Coding scheme strengths.............................................................................................36
Appendix 2.1: Coding scheme weaknesses......................................................................................37
Appendix 3: Retrospective support 06-01-2021...............................................................................38
Appendix 4 : Survey..........................................................................................................................40
4.1 Interview guide.......................................................................................................................40
4.2 Survey data.............................................................................................................................42
4.3 Coding scheme.......................................................................................................................45
Appendix 5: Questionnaires.............................................................................................................48
Interview 1: Anne Kok..................................................................................................................48
Interview 2: Lindy Bakx.................................................................................................................49
Interview 3: Willemijn van Slooten...............................................................................................50
Interview 4: Damiano van Burg....................................................................................................51
Interview 5: Bo Snijders................................................................................................................51
2
, Appendix 6: Competitive analysis.....................................................................................................53
Appendix 7 Customer expectations..................................................................................................63
Appendix 8 Reviews – Customer gap................................................................................................64
Introduction
As the author of this report, a short introduction is appropriate. My name is Noortje van
Campenhout and I follow the international tourism business program with the specialization Tourist
Experience at Breda University of Applied Sciences.
This report was prepared to complete the placement period at Nature house that lasted 20 weeks
ran from September 7, 2020 to January 22, 2021.
Nature house is an online platform that offers cottages in Nature to guests on behalf of landlords, it
serves as an intermediary.
Nature house has had an incredibly large growth with the company in recent years. The company has
been in existence since 2009 and in a short time has grown to become a well-known platform to rent
and let cottages on. Because of this growth Nature House has had to let go of the original way of
working, where there was a lot of personal contact with guests and hosts. Still, the company would
like to optimize the support department, so that guests and hosts remain satisfied.
The company assignment was aimed at optimizing the support department of Nature house through
a competitive analysis. For the past 5 months I have been doing an internship at the support
department where I have been able to see from the inside how things are done here at Nature
house.
This report will outline the problems which Nature house is experiencing and seek for a solution to
those problems, this will be done based on 4 research questions:
What are the strengths and weaknesses of Nature house’s support department from the
perspective of the users?
What are the strengths and weaknesses of the support department of Nature house,
according to the employees and trainees of the support department?
Are the landlords and guests satisfied with their contact with Nature house's support
department?
To what extent are there differences and similarities in the way different organizations are
contacted?
In my research, I have made use of quantitative interviews to uncover what the guests, landlords,
and employees from the support department of Nature house have on their minds that could help to
improve the support department from Nature house. I hope to prepare Nature house for the near
future with this report.
I hope you enjoy reading the report.
Noortje van Campenhout
3
