Customer Satisfaction Survey. Case: Purchase Order Centre, Prague. Nokia Siemens Networks.
Korhonen, Esta (2010)
Tampereen ammattikorkeakoulu
2010
All rights reserved
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2010062312490
https://urn.fi/URN:NBN:fi:amk-2010062312490
Tiivistelmä
This survey has been conducted in order to measure customer satisfaction in services provided by Purchase Order Center Prague, which is operating on the behalf of Nokia Siemens Networks. The main goal was to identify strengths and weaknesses of the POC Prague’s team while implementing all of the purchase order steps. The results of this survey will be used in a development of improvement strategies and future working behavior.
The research was done in a constant cooperation with POC Prague’s representatives, who were providing maximum help during each step of the study process. The survey was running from February 2010 till March 2010. The results were analyzed and presented in this very report.
POC Prague got a valuable feedback on how satisfied their current customers were. They took into consideration all the negative critics and seldom low grading for further development. At the same time, a thesis writer got an excellent experience in conducting a whole customer satisfaction survey from scratch up to results analysis.
The research was done in a constant cooperation with POC Prague’s representatives, who were providing maximum help during each step of the study process. The survey was running from February 2010 till March 2010. The results were analyzed and presented in this very report.
POC Prague got a valuable feedback on how satisfied their current customers were. They took into consideration all the negative critics and seldom low grading for further development. At the same time, a thesis writer got an excellent experience in conducting a whole customer satisfaction survey from scratch up to results analysis.