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Palvelukohtaamisen kehittäminen: Case Hotel Heymo 1 by Sokos Hotels
(2023)
. Lisäksi suositus digitaaliseen applikaatioon. Palvelupolku luotiin myös tulevaisuuteen, joka kuvaa kuinka aulahenkilökunta voi kohdata asiakkaansa. Kehitysehdotukset esitettiin Hotel Heymolle ja yritys oli hyvin vakuuttunut saaduista tuloksista. Ideat ovat...
Asiakaskokemuksen mittaaminen ja kehittäminen : Case GLO Grill Kitchen
(2020)
Opinnäytetyön toimeksiantona oli mitata asiakaskokemusta GLO Hotel Sellon ravintola GLO Grill Kitchenin palveluissa, ja ehdottaa kuinka asiakaskokemusta voitaisiin parantaa. Tavoitteena opinnäytetyössä oli mitata toimeksiantajan asiakaskokemuksen...
The purpose of this thesis was to examine the customer experience of GLO Hotel Sello’s restaurant GLO Grill Kitchen. The objective was to measure the state of customer experience in the restaurant’s services and based on the results make suggestions for improving the customer experience. The thesis was commissioned by restaurant GLO Grill Kitchen. As a result, the restaurant received direct feedback from the customers about the effective parts of the services as well as what needs improving. The theoretical framework covers the dimensions of customer experience. The dimensions considered are brand, expectations, and customer satisfaction. In addition to these, customer experience in the restaurant service industry was explored through encounters, service quality and personnel experience. The questionnaire is qualitative in terms of the research methods used with the support of quantitative research, and analysing the contents was supported by theory of qualitative analysis. The services studied were breakfast, lunch and dinner, and a customer experience questionnaire was carried out. The measurement of the customer experience happened over two weeks, the focus group was the restaurant’s customer base. The customer experience questionnaire contained questions about meeting expectations and satisfaction with the service. The Net Promoter Score and Customer Expectation Score methods were used in the questionnaire. In addition, structured questions and open questions were used. The open questions specified what surprised the customers positively and what they thought could be improved. The results of these questions were used as the base for the suggestions for improving the services. The results indicate that the state of customer experience in the restaurant is good in all services. Each service scored between 41 to 59 on the Net Promoter Score scale. These are considered great results. For improving the customer experience the main results give that at breakfast a better selection of healthy and vegetarian products should be provided. At lunch the main results give that a versatile selection of products and reacting to the customers’ wishes regarding it needs to be seen to. At dinner the results give that making the service easier to use for the customer is to be paid attention to. The outcome was introducing suggestions for each service to further improve the customer experience. For each service three suggestions were designed to answer the customer feedback. As a follow-up to the project the suggestions were proposed to GLO Grill Kitchen....
The purpose of this thesis was to examine the customer experience of GLO Hotel Sello’s restaurant GLO Grill Kitchen. The objective was to measure the state of customer experience in the restaurant’s services and based on the results make suggestions for improving the customer experience. The thesis was commissioned by restaurant GLO Grill Kitchen. As a result, the restaurant received direct feedback from the customers about the effective parts of the services as well as what needs improving. The theoretical framework covers the dimensions of customer experience. The dimensions considered are brand, expectations, and customer satisfaction. In addition to these, customer experience in the restaurant service industry was explored through encounters, service quality and personnel experience. The questionnaire is qualitative in terms of the research methods used with the support of quantitative research, and analysing the contents was supported by theory of qualitative analysis. The services studied were breakfast, lunch and dinner, and a customer experience questionnaire was carried out. The measurement of the customer experience happened over two weeks, the focus group was the restaurant’s customer base. The customer experience questionnaire contained questions about meeting expectations and satisfaction with the service. The Net Promoter Score and Customer Expectation Score methods were used in the questionnaire. In addition, structured questions and open questions were used. The open questions specified what surprised the customers positively and what they thought could be improved. The results of these questions were used as the base for the suggestions for improving the services. The results indicate that the state of customer experience in the restaurant is good in all services. Each service scored between 41 to 59 on the Net Promoter Score scale. These are considered great results. For improving the customer experience the main results give that at breakfast a better selection of healthy and vegetarian products should be provided. At lunch the main results give that a versatile selection of products and reacting to the customers’ wishes regarding it needs to be seen to. At dinner the results give that making the service easier to use for the customer is to be paid attention to. The outcome was introducing suggestions for each service to further improve the customer experience. For each service three suggestions were designed to answer the customer feedback. As a follow-up to the project the suggestions were proposed to GLO Grill Kitchen....
Kehittämisehdotuksia sosiaalisen median käyttöön ravintola The Black Birdille
(2022)
Tässä opinnäytetyössä läpikäytiin Onniravintoloihin kuuluvan ravintola The Black Birdin julkaisut sosiaalisessa mediassa ja tutkittiin, millaisen asiakaskokemuksen julkaisut synnyttivät niissä asiakkaissa, jotka olivat käyneet ravintola The Black...
Palvelun laadun määrittäminen kahvila Tassissa
(2023)
Opinnäytetyön toimeksiantajana toimii Kuhmoisissa sijaitseva kesäkahvila Tassi. Opinnäytetyön tavoitteena oli selvittää kahvilan asiakkaiden tyytyväisyyttä nykyhetken palvelun laatuun ja tuotevalikoimaan. Tarkoituksena oli kartoittaa positiivisen ja...
Kehitysehdotuksia Elisa Oyj:n uusien asiakkaiden viestintään
(2020)
, jotka voivat vaikuttaa yrityksen menestymiseen tulevaisuudessa kilpailun kiristyessä. Digitalisaatio on muuttanut ja tulee muuttamaan asiakkaiden käyttäytymistä ja on näin suorassa yhteydessä asiakaskokemukseen ja sen rakentamiseen. Uusien asiakkaiden...
Asiakaskokemuksen kartoittaminen hotellipalveluiden kehittämiseksi – The Folks Hotel Konepaja
(2023)
tuloksena kartoitettiin asiakkaiden kokemuksia The Folks Hotel Konepajasta. Saatiin selvyyttä siitä, mitä asiakkaat kokevat hotellin toiminnassa jo onnistuneen ja mitkä osa-alueet vaativat kehittämistä. Tuloksista voidaan huomata eniten palautetta...
Palveluprosessin kehittäminen palvelupolun avulla: Finlandia Hotel Seurahuone Riihimäki
(2021)
teoreettinen viitekehys kohdentui palvelun, palveluprosessin, palvelun laadun ja asiakaslähtöisyyden käsitteisiin. Näiden lisäksi käsiteltiin palvelupolkua, asiakkaan kokemaa arvoa ja laatua, asiakaskokemusta, asiakasymmärrystä sekä palvelumuotoilun prosessin...
VALO Hotel & Workin vastaanoton kioskikonseptin kehittäminen
(2024)
palvelumuotoilun keinoin. Toimeksiantaja VALO Hotel & Work saa vapaasti hyödyntää opinnäytetyötä ja sen tuloksia kehittäessään nykyistä VALO Shopia Mannerheimintien toimipisteessään sekä suunnitellessaan hotellin uusia toimipisteitä ja niiden aulakioskeja...
Hotellin ravintolaillallisen asiakaskokemuksen kartoittaminen: Case Scandic Meilahti
(2021)
Tämän opinnäytetyön tarkoituksena oli kartoittaa asiakaskokemusta hotellin ravintolaillallisella ja sen tavoitteena oli saada yleiskuvaa asiakaskokemuksesta ja löytää erilaisia kehittämisehdotuksia, jotta illallista voitaisiin jatkossa kehittää...
Asiakasymmärryksen kehittäminen palvelumuotoilun keinoin
(2023)
asiakkaita ja koostaa tutkimustulosten avulla Barski Helsingille asiakasprofiilit, joiden avulla toimeksiantaja voi ymmärtää minkälaisia asiakkaita Barski Helsingissä asioi, kuinka he ovat löytäneet ravintolan ja miten Barski Helsingin nykyinen palvelu...
Developing customer insight at Barski Helsinki was, in collaboration with the commissioner, set as the objective of the thesis. The purpose was to gain customer insight by studying the customers of Barski Helsinki and to develop gathered information in the customer profiles. With these customer profiles, the commissioner can understand what types of customers use the services of Barski Helsinki, how the customers have found the restaurant, and how the customers see the current state of Barski Helsinki’s services. The theoretical framework of this thesis included literature on customer insight, customer experience, service design, and survey research. The research method of this thesis was a quantitative questionnaire survey that was conducted using Microsoft Forms. The questionnaire was distributed in Barski Helsinki both in paper form and as an online form to be filled in with the customers’ own smart devices. A total of 88 customers answered the questionnaire. The respondents particularly appreciated the customer service, product selection, and atmosphere. Most of the customers had heard about Barski Helsinki from their friends or relatives. Based on the results, beer was the most popular product group, Barski Helsinki was easy to find, and the location was considered good. More emphasis should be placed on Facebook posts, and the posts should also be shared on Instagram in addition to Facebook. The “Menus” selection in Untappd should be updated more frequently. Moreover, Barski Helsinki should make separate menus for wines, non-alcoholic beverages, and other products, and the events should also be published in Untappd. Researching customer insight should be continued and collecting customer feedback should be taken more seriously. The NPS score could be a good measurement of customer experience and customer profiling should be continued. Customer profiles of this thesis should be defined and deepened further....
Developing customer insight at Barski Helsinki was, in collaboration with the commissioner, set as the objective of the thesis. The purpose was to gain customer insight by studying the customers of Barski Helsinki and to develop gathered information in the customer profiles. With these customer profiles, the commissioner can understand what types of customers use the services of Barski Helsinki, how the customers have found the restaurant, and how the customers see the current state of Barski Helsinki’s services. The theoretical framework of this thesis included literature on customer insight, customer experience, service design, and survey research. The research method of this thesis was a quantitative questionnaire survey that was conducted using Microsoft Forms. The questionnaire was distributed in Barski Helsinki both in paper form and as an online form to be filled in with the customers’ own smart devices. A total of 88 customers answered the questionnaire. The respondents particularly appreciated the customer service, product selection, and atmosphere. Most of the customers had heard about Barski Helsinki from their friends or relatives. Based on the results, beer was the most popular product group, Barski Helsinki was easy to find, and the location was considered good. More emphasis should be placed on Facebook posts, and the posts should also be shared on Instagram in addition to Facebook. The “Menus” selection in Untappd should be updated more frequently. Moreover, Barski Helsinki should make separate menus for wines, non-alcoholic beverages, and other products, and the events should also be published in Untappd. Researching customer insight should be continued and collecting customer feedback should be taken more seriously. The NPS score could be a good measurement of customer experience and customer profiling should be continued. Customer profiles of this thesis should be defined and deepened further....