Improving the customer service experience

Abstract

It is very important that a company tries to improve the satisfaction of its customers. The aim of my thesis is to improve the experience of Unica's customers by utilizing the information gathered from customers and I am using service blueprint as my tool. Objectives for my thesis is recommendations made with the service blueprint, as well as analysis of Unica data charts.

I use both qualitative and quantitative methods in my work. I have both received them from Unica and they have been collected through the Service Monkey. Qualitative data is from open comments, as well as customer suggestions for a new restaurant. The quantitative side, in turn, is numerical data. The focus of my work is on qualitative, because based on that I made recommendations for case company Unica.

Based on these I made recommendations for unica on how they could improve their customer experience and, in this way, hopefully even create new customer relationships. My main recommendations were related to selection, customer service, responsibility and the environment.