Improving Customer Satisfaction at Oy Poppamies
Raivio, Hannamari (2013)
Raivio, Hannamari
Tampereen ammattikorkeakoulu
2013
All rights reserved
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2013052911582
https://urn.fi/URN:NBN:fi:amk-2013052911582
Tiivistelmä
This customer satisfaction survey was done for the Oy Poppamies. The main goal was to find out how satisfied the customers are and which functions of the company operations are working well and which need improvement. In the survey there were five researched topics: background of the respondents, familiarity of the company, online store, retailers’ services and product selection and the products of the company. The research included extensively all the main operation functions. Objective of the research was to gather constructive feedback about the company’s operations.
Information about the customer satisfaction was gathered by conducting a customer satisfaction survey which was linked to the company’s online store and Facebook fan page. Research was quantitative and no specific sampling method was used. Survey was posted to the online store and Facebook but due to the social media the link might have been shared so anyone who uses internet had a chance to fill in the survey. Data collec-tion period was 14 days during which 1091 responds were gathered.
Goal of the research was met as the responds offered a commendable variety of responds about what functions are working well and also few areas that need improvement. Company wanted to receive constructive feedback that would help to improve the operations and thereby improve the customer satisfaction. Results from the survey were mainly positive. Company is seen trustworthy and the products are good quality. The fact that Poppamies also represents competitors’ products has made it the first place to purchase products as all wanted products can be easily purchased from one place. Few improvement areas were also found. Respondents would like to have wider product selection especially the retailers’ selections need improvement.
The results suggest that the most important improvement areas are the online store and retailers’ product selections. Online store needs to be updated and many respondents hoped to have more information about the products. The company needs to familiarize the online store also to the customers who purchase products from the retailers. These customers need to be informed that the online store offers a wider range of products and more information. Another area where improvement is needed is the product selection of the retailers’. Selections are seen to be too narrow and inconsistent. Company should help retailers to order wider range of products and keep the selections consistent compared to other retailers.
Information about the customer satisfaction was gathered by conducting a customer satisfaction survey which was linked to the company’s online store and Facebook fan page. Research was quantitative and no specific sampling method was used. Survey was posted to the online store and Facebook but due to the social media the link might have been shared so anyone who uses internet had a chance to fill in the survey. Data collec-tion period was 14 days during which 1091 responds were gathered.
Goal of the research was met as the responds offered a commendable variety of responds about what functions are working well and also few areas that need improvement. Company wanted to receive constructive feedback that would help to improve the operations and thereby improve the customer satisfaction. Results from the survey were mainly positive. Company is seen trustworthy and the products are good quality. The fact that Poppamies also represents competitors’ products has made it the first place to purchase products as all wanted products can be easily purchased from one place. Few improvement areas were also found. Respondents would like to have wider product selection especially the retailers’ selections need improvement.
The results suggest that the most important improvement areas are the online store and retailers’ product selections. Online store needs to be updated and many respondents hoped to have more information about the products. The company needs to familiarize the online store also to the customers who purchase products from the retailers. These customers need to be informed that the online store offers a wider range of products and more information. Another area where improvement is needed is the product selection of the retailers’. Selections are seen to be too narrow and inconsistent. Company should help retailers to order wider range of products and keep the selections consistent compared to other retailers.