Improving the Operations of a Service Company Through a Customer Satisfaction Survey Case: Adventure Park Peukkula

Abstract

This bachelor´s thesis introduces the process of conducting a customer satisfaction survey, in order to improve the case company´s services in accordance to customers´ needs.

In these days, being able to answer customers needs is more important than it has ever been. Companies meet the constant need to continuously improve their services and keep up with changing customer requirements. Consequently, the end purpose of this thesis is to provide the case company Peukkula with the information they can use to better understand and meet customer needs.

The case company which the survey was conducted for is a children´s adventure park Peukkula located in Jyväskylä, central Finland. The company has a clear need to improve its services and attract more visitors to the park, since the growth of the company has not been as high as projected. The number of visitors has grown steadily year by year, but it is still not enough to turn the company into a profitable business.

The actual research was conducted in two parts by using both qualititative and quantitative methods. First, a set of focus group discussions was conducted in order to discover the customers´ requirements and to test the questions for the quantitative survey. Secondly, a quantitative survey was conducted in Peukkula during July 2013. The results were then analysed and are introduced in this report.

As a short conclusion of the result, it can be stated that Peukkula´s situation is relatively good. The feedback was mainly positive and the majority of the respondents were very satisfied with the service. Based on the results of both the focus group discussions and the quantitative survey, the key improvement points for Peukkula were identified. Some recommendations regarding the services of the company were also introduced.