1.

An explanation for the BFI of who its customers are and what influences their behaviour when using
their services.

2. A description of the BFI’s actions that have been taken to meet the differing needs of its
customers.

3. An assessment of whether or not the form, style, and layout of the following is suitable for the intended
audience and purpose. You should review:
a. A membership application form
b. A BFI newsletter
c. A formal letter.

4. A summary of the BFI’s corporate standards and corporate

profile and an explanation of the importance
of these standards and profile to the BFI.

5. A description of the legal constraints, ethical and security issues faced by the BFI in relation to sharing
and storing business communication.
Your presentation could include an explanation of how the BFI manages its corporate profiles through
BFI service
What influencesWhat influences
customer customer
behaviour Example at BFI
when using BFI services. Actions the BFI havehttps://www.bfi.org.uk/
made to adapt
or product behaviour that product or service for customers
service  customer needs and expectations Customers expect to have excellent service and BFI gives their customers to gove their reviews individually
being provided with their necessities such as, which can help them to refine their to become better.
food and being comfortable when watching the
film.

service customer demographics People aged 16-25 is more likely to use BFI. Fewer people over age 55 prefer big budget,
People with high income is more likely to use effects-driven films.
them often. Comedy, drama, action/adventure and
suspense/thrillers are the most popular genres

service cultural differences  BFI always make sure their movies does not There is a stronger sense of national (especially Scottish,
offend any religion and all individual with Welsh and Irish) than regional identity
cultural differences are treated the same. In film, though respondents in the North, North West and
East Midlands regions of England in particular feel there are
too few British films set where they live.

service location BFI Southbank is located in the city so the
consumer that lives near the city are more
likely to go there as it is near them.vv
BFI Southbank is placed beneath the southern end of
Waterloo Bridge The site contains three films and studio
space, also cafes and exhhibition space. It additionally has a
huge bar zone in the hall where smaller perfomances are
occasionally held. This provides customers moe goods and
services which they can use to take up their time.

service level of satisfaction  If BFI provides excellent service, the customers The reviews clearly shows how effective BFI are, giving their
are more likely to visit again and become a customers and workers the level of satisfaction they need.
returning customer and may share the
business to others.

service how often they need to interact with the business  If the business has a complaint, BFI needs to BFI allows their customers to give their reviews
make sure they stay in contact to find a individually which can help them to refine their business to
solution, making sure it never happens again. become better.