Improving Customer Experience in Telecommunications Company
Johansson, Tony; Kidron, Tuomas (2017)
Johansson, Tony
Kidron, Tuomas
Laurea-ammattikorkeakoulu
2017
All rights reserved
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-201705239864
https://urn.fi/URN:NBN:fi:amk-201705239864
Tiivistelmä
Companies are trying to improve their customer experience to meet the needs of the customer and to give the best service possible before, during and after the customer encounter. Measuring the customer satisfaction is one of the key elements to improve the overall service quality of the company.
The goals of this thesis are improving the customer experience of the target company working on ICT-business, who is staying anonymous. By measuring the current satisfaction of the customers with a survey, containing both open and closed questions the suggestions were made to improve the customer experience in the target company. Customers were asked to mention particularly positive or negative experiences about the company and what they expect from the service, among other things. One of the store managers, who has been on the business for over 13 years, was also interviewed to give opinions about the customer experience and supporting the theory behind the survey.
The results of the survey can be considered trustworthy, emphasis on the open questions. The sample of the survey was small, which decreases the reliability to some extent. From the results it can be concluded that most of the customers are satisfied with the current level of customer service of the target company. On the contrary, there are cases where better customer experience could have been delivered, and the reason for the visit of the customer was not solved at all. Both authors of the thesis have been working on the target company, so the empirical study supports the theories and the results of the survey.
As most of the stores work on commission-based salary, the suggestions for improving the customer experience would be the change of the commission to include customer satisfaction and slightly lowering the commission for sold services or products. Also a thorough familiarization for the new employees and regular training sessions for every sales person can be seen important.
The goals of this thesis are improving the customer experience of the target company working on ICT-business, who is staying anonymous. By measuring the current satisfaction of the customers with a survey, containing both open and closed questions the suggestions were made to improve the customer experience in the target company. Customers were asked to mention particularly positive or negative experiences about the company and what they expect from the service, among other things. One of the store managers, who has been on the business for over 13 years, was also interviewed to give opinions about the customer experience and supporting the theory behind the survey.
The results of the survey can be considered trustworthy, emphasis on the open questions. The sample of the survey was small, which decreases the reliability to some extent. From the results it can be concluded that most of the customers are satisfied with the current level of customer service of the target company. On the contrary, there are cases where better customer experience could have been delivered, and the reason for the visit of the customer was not solved at all. Both authors of the thesis have been working on the target company, so the empirical study supports the theories and the results of the survey.
As most of the stores work on commission-based salary, the suggestions for improving the customer experience would be the change of the commission to include customer satisfaction and slightly lowering the commission for sold services or products. Also a thorough familiarization for the new employees and regular training sessions for every sales person can be seen important.