How to utilize the measuring of customer satisfaction in Värväämö
Rämä, Marja-Leena (2020)
Lataukset:
2020
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2020113024997
https://urn.fi/URN:NBN:fi:amk-2020113024997
Tiivistelmä
The present paper is an action research report attempting to evaluate the actions our case company Värväämö has taken to improve their customer satisfaction using a questionnaire handed out to their customers. The report also analyzes the factors that have an impact on customer satisfation. Satisfied customers are the key to business success, and the best way to know what they are thinking is to request feedback, then follow up on it and interact with the customers. The ultimately goal is to get recommendations on improving the service quality and increasing customer retention.
In this report, the theoretical background reviews studies on customer satisfaction and how to improve it step by step, in accordance with John P. Kotter´s model. The results are presented using a qualitative research method by means of a questionnaire, which was distributed among customers and featured multiple choice questions and one open question in the end.
In conclusion, the research reveals that the current state and service level of Värväämö can be seen as positive and customers are satisfied or very satisfied with the service. However, some improvements should be done in order to increase the level of customer satisfaction further. It is recommended that the case company should improve its service level regarding regular feedback system, increase interactions with customers, as well as implement staff training.
In this report, the theoretical background reviews studies on customer satisfaction and how to improve it step by step, in accordance with John P. Kotter´s model. The results are presented using a qualitative research method by means of a questionnaire, which was distributed among customers and featured multiple choice questions and one open question in the end.
In conclusion, the research reveals that the current state and service level of Värväämö can be seen as positive and customers are satisfied or very satisfied with the service. However, some improvements should be done in order to increase the level of customer satisfaction further. It is recommended that the case company should improve its service level regarding regular feedback system, increase interactions with customers, as well as implement staff training.