Importance of customer service – Case study Verkkokauppa.com
Moisanen, Joni (2018)
Moisanen, Joni
Oulun ammattikorkeakoulu
2018
All rights reserved
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2018121120908
https://urn.fi/URN:NBN:fi:amk-2018121120908
Tiivistelmä
This research was written by Joni Moisanen with the topic: Importance of customer service. The research focuses heavily on the importance of customer service and analyzation of the survey created for Verkkokauppa.com. The customer survey was created in collaboration with the store manager of Oulu’s Verkkokauppa.com store, and it consists of nine questions presented to two-hundred customers at the store’s location.
This research achieved to compile an introduction to customer service and its importance in a retail store environment, focusing mostly on customer service, importance of good and bad feedback and the customers shopping experience. The research also includes a sizeable portion of data analyzation from the customer survey with descriptions and suggestion that could help Verkkokauppa.com to see which sections they should focus on from a customer’s standpoint.
The main findings of the survey show a breakdown of customer information based on age, gender, distance to the store and other basic questions relating to customer service. The results show a wide gap between the number of male and female customers, different shopping methods between age groups, and a large amount of distance traveled to get to the store. According to the survey results most customers were regulars of the store and either happy or extremely happy with their visit and service.
Most of the information in this research is gathered from various sources and studies found online, accompanied with a survey filled by customers of Oulu’s Verkkokauppa.com store. The sources of the information referred to within the work can be found at the end of the document.
This research achieved to compile an introduction to customer service and its importance in a retail store environment, focusing mostly on customer service, importance of good and bad feedback and the customers shopping experience. The research also includes a sizeable portion of data analyzation from the customer survey with descriptions and suggestion that could help Verkkokauppa.com to see which sections they should focus on from a customer’s standpoint.
The main findings of the survey show a breakdown of customer information based on age, gender, distance to the store and other basic questions relating to customer service. The results show a wide gap between the number of male and female customers, different shopping methods between age groups, and a large amount of distance traveled to get to the store. According to the survey results most customers were regulars of the store and either happy or extremely happy with their visit and service.
Most of the information in this research is gathered from various sources and studies found online, accompanied with a survey filled by customers of Oulu’s Verkkokauppa.com store. The sources of the information referred to within the work can be found at the end of the document.