Development of customer service and consumer experience to support business goals of a company

Abstract

This bachelor’s thesis was commissioned by Nokian Tyres plc with the purpose to develop customer service and consumer experience of SnapSkan service to support business goals of the company.

SnapSkan is a new, innovative tyre measurement service that aims to improve the road safety, and to increase the knowledge of consumers of the condition of their tyres. There are drivers in Finland and around the world who drive with unsafe tyres and are unaware of that.

Data used in this thesis was from the company conducted customer service survey and from a visit to the SnapSkan site by the author of the thesis. The research results show improvements that have been done already. The research conducted was both qualitative and quantitative in order to have a broader view of the current state of the customer service and consumer experience.

The author is pleased with the amount of information gathered and the results that came up with this process. Due to confidentiality reasons some gathered information is not published in this thesis report. For the discussion, there is an overview of the key points and a few recommendations for the company.