Customer Satisfaction Survey, Case: Alertum Oy
Jäntti, Heidi (2016)
Jäntti, Heidi
Laurea-ammattikorkeakoulu
2016
All rights reserved
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2016052610213
https://urn.fi/URN:NBN:fi:amk-2016052610213
Tiivistelmä
This thesis was implemented for a Finnish company Alertum Oy, during spring 2016. Alertum Oy operates nationwide in Finland at multiple locations, with the main office located in Espoo. Alertum Oy organizes safety courses for manufacturing, construction, transportation and logistics workers. The company also has security officer and first aid courses.
The thesis was implemented for the company as a customer satisfaction survey. The purpose was to clarify the satisfaction of the customers with the different functions of the company. Based on the research, the purpose was to find out the different functions that would need adjustments from the company. The final goal was to make suggestions for the company in order to improve the researched functions in the future.
The theoretical part of the thesis discusses the areas that are needed to be understood in order to gain full knowledge of what customer satisfaction means, how it is formed and the factors which affect it. The theory also explains what service and business to business means and includes. These two areas were included to the theory, because the case company is both a service and business to business company.
The actual researched company functions were customer service, sales, service offering and brand. These areas were chosen because the customers interact with these functions the most. The research also included basic information about the interviewed customers: when the customer relationship had begun, the type of customer relationship and also the location of the customer.
The goals set for the research were achieved. The research showed that there are functions that would need some adjustments from the company, and also that there are some differences between the different industries that were interviewed for the survey. Based on these findings, sug-gestions were created for the company, which can be implemented inside the company with the help of the employees. The purpose of the suggestions is to help the company make their services even better in the future and at the same time keep customers even more satisfied with the service they receive.
The thesis was implemented for the company as a customer satisfaction survey. The purpose was to clarify the satisfaction of the customers with the different functions of the company. Based on the research, the purpose was to find out the different functions that would need adjustments from the company. The final goal was to make suggestions for the company in order to improve the researched functions in the future.
The theoretical part of the thesis discusses the areas that are needed to be understood in order to gain full knowledge of what customer satisfaction means, how it is formed and the factors which affect it. The theory also explains what service and business to business means and includes. These two areas were included to the theory, because the case company is both a service and business to business company.
The actual researched company functions were customer service, sales, service offering and brand. These areas were chosen because the customers interact with these functions the most. The research also included basic information about the interviewed customers: when the customer relationship had begun, the type of customer relationship and also the location of the customer.
The goals set for the research were achieved. The research showed that there are functions that would need some adjustments from the company, and also that there are some differences between the different industries that were interviewed for the survey. Based on these findings, sug-gestions were created for the company, which can be implemented inside the company with the help of the employees. The purpose of the suggestions is to help the company make their services even better in the future and at the same time keep customers even more satisfied with the service they receive.