Improving customer satisfaction in Sinooperi Homestore Pori

Abstract

The purpose of this thesis was to find out the satisfaction level of the customers of Sinooperi Homestore Pori and the possible areas, which needs improvement. Sinooperi Homestore Pori is part of S. Hobby Oy, which was established in 1980 in Helsinki. Sinooperi Homestore Pori was established in 2008 after S. Hobby Oy bought Masku Koti´s stores in Pori, Lahti and Turku. The Store in Pori has crafting and decorating products in their selection. The theoretical part of my thesis includes subjects or market segmenting, marketing ways, customer relationships, customer satisfaction and service, quantitative and qualitative research methods. The practical part includes a customer satisfaction survey, which was conducted in Sinooperi Homestore Pori. It was created to find out what the customers of Sinooperi Homestore Pori think about them. It was used as helping tool to find out the areas, that needs improvement. The customer satisfaction survey revealed Sinooperi Homestore Pori´s biggest problem. It is that the customers are divided between crafting and decorating. This thesis presents improving ideas to solve this problem and other ideas how the customers of Sinooperi Homestore Pori are more satisfied and how Sinooperi Homestore Pori can gain more customers and maintain old ones.