CUSTOMER SATISFACTION SURVEY IN B2B – CASE COMPANY: AWARA GROUP
Chelpanova, Daria (2016)
Karelia-ammattikorkeakoulu (Pohjois-Karjalan ammattikorkeakoulu)
2016
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-201605249468
https://urn.fi/URN:NBN:fi:amk-201605249468
Tiivistelmä
Currently, the number of companies who use third parties for outsourcing is rising. Legal issues are significant components of any business and can cause problems when ignored. Consequently, legal service providers have become very popular in the business world.
This thesis covers three goals. Firstly, it determines the business customer satisfaction of legal services provided by the Awara Group. Secondly, it defines possible gaps which can occur in the service delivery process. Thirdly, the set of final recommendations serves as guidelines for further improvements. The research is in several parts, including the planning of a survey programme, implementation and the analysis of results.
The research, which identifies customer satisfaction, loyalty and values, is a significant contribution to the company’s further development and growth.
This thesis covers three goals. Firstly, it determines the business customer satisfaction of legal services provided by the Awara Group. Secondly, it defines possible gaps which can occur in the service delivery process. Thirdly, the set of final recommendations serves as guidelines for further improvements. The research is in several parts, including the planning of a survey programme, implementation and the analysis of results.
The research, which identifies customer satisfaction, loyalty and values, is a significant contribution to the company’s further development and growth.