A customer satisfaction survey : a case study of Company X
Kauppinen, Mikko (2018)
Laurea-ammattikorkeakoulu
2018
All rights reserved
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2018053111401
https://urn.fi/URN:NBN:fi:amk-2018053111401
Tiivistelmä
The purpose of this thesis was to create a universal and all inclusive view of Company X’s current customer satisfaction. The hypothesis is that sales person’s fast reaction to customer’s request for offer or enquiry affects customer satisfaction. In addition, the five largest business fields represented in this survey were also examined.
The research and the survey was designed and carried out during January and February 2018. The survey was executed as an online survey that was delivered to the respondents by e-mail via an online survey platform. The respondents that were invited to take the survey, were chosen randomly from Company X’s clientele. Criterion that were applied for the customer to be invited to answer the survey was they had been in contact with company within two years (2016-2018).
Demographic part in the survey covered questions about previous contacts with Company X, respondent’s position in the company, field and form of their business. Also, their annual activity regarding event planning was asked. The quantitative part of the survey covered different parts of Company X’s service process. Some of these parts were reachability of the sales personnel, communication, customer service, speed of the service and service quality.
In general, the respondents value fast customer service and frequent communication, personal adivsory and easy obtaining of information when they are selecting a service. These findings support the theoretical frame used in this research, as factors that affect good customer satisfaction and experience. When comparing this finding to the hypothesis, Company X is currently providing features and aspects in its service process that respondents value highly, thus creating and explaining the level of satisfaction. This conclusion can be seen in all the answers, average of 79,01% of all the respondents had answered they at least agree or totally agree with the statements.
When looking closer to the largest business fields represented in tihs survey, similarities and correlations can be found with the hypothesis; fast and professional service and fast reacting to customers’ enquiries create good customer satisfaction.
Despite the great and successful results, the results can not be held universal because the answer target was not achieved. Received and analyzed answers in this survey represent the satisfaction of the participants.
The research and the survey was designed and carried out during January and February 2018. The survey was executed as an online survey that was delivered to the respondents by e-mail via an online survey platform. The respondents that were invited to take the survey, were chosen randomly from Company X’s clientele. Criterion that were applied for the customer to be invited to answer the survey was they had been in contact with company within two years (2016-2018).
Demographic part in the survey covered questions about previous contacts with Company X, respondent’s position in the company, field and form of their business. Also, their annual activity regarding event planning was asked. The quantitative part of the survey covered different parts of Company X’s service process. Some of these parts were reachability of the sales personnel, communication, customer service, speed of the service and service quality.
In general, the respondents value fast customer service and frequent communication, personal adivsory and easy obtaining of information when they are selecting a service. These findings support the theoretical frame used in this research, as factors that affect good customer satisfaction and experience. When comparing this finding to the hypothesis, Company X is currently providing features and aspects in its service process that respondents value highly, thus creating and explaining the level of satisfaction. This conclusion can be seen in all the answers, average of 79,01% of all the respondents had answered they at least agree or totally agree with the statements.
When looking closer to the largest business fields represented in tihs survey, similarities and correlations can be found with the hypothesis; fast and professional service and fast reacting to customers’ enquiries create good customer satisfaction.
Despite the great and successful results, the results can not be held universal because the answer target was not achieved. Received and analyzed answers in this survey represent the satisfaction of the participants.